SYSTEM AND METHOD FOR SELECTING AGENT IN A CONTACT CENTER FOR IMPROVED CALL ROUTING

摘要

An agent selection system for selecting agents during call routing in a contact center is provided. The agent selection system includes a data mining module to mine agent related data from preconfigured resources e.g., social networking sites. The agent selection system further includes a profile module to build one or more agent profile based on the mined agent related data. The agent selection system further includes a mapping module configured to map a customer profile in a customer work request with the one or more agent profile. The agent selection system further includes a selection module to select an agent for handling the customer work request based on mapping between the customer profile and the one or more agent profile.

主权项

1. An agent selection system for selecting agents during call routing in a contact center, comprising:
a data mining module to mine agent related data from preconfigured resources; a profile module to build one or more agent profile based on the mined agent related data; a mapping module to map a customer profile in a customer work request with the one or more agent profile; and a selection module to select an agent for handling the customer work request based on mapping between the customer profile and the one or more agent profile.