Targeted issue routing

摘要

A contact received by a service center from a customer may be assigned to one of a plurality of agents or representatives based on any prior experience with the customer or with the contact, any preferences of the customer or any skills required in order to address the contact. Preferably, an agent who previously handled an issue on behalf of the customer may be identified, and the contact may be assigned to that agent. Alternatively, the contact may be assigned to an agent preferred by the customer, or to a particularly skilled agent. If no preferred agents or particularly skilled agents are available to respond to the contact, the contact may be assigned at random to one or more particular agents. The contact may be initiated by way of a reply to a message containing a response to a previous contact, and the message may include metadata that associates the reply with the previous contact.

主权项

1. A non-transitory computer-readable medium having computer-executable instructions stored thereon,
wherein the instructions, when executed, cause a computer system having at least one computer processor and at least one data store to perform a method comprising: transmitting an electronic message regarding an issue to a customer over a network, wherein the electronic message comprises an interactive feature; receiving information regarding a selection of the interactive feature by the customer over the network; identifying a first agent for responding to the customer based at least in part on the selection of the interactive feature, wherein the first agent is associated with the issue; determining whether the first agent is available to respond to the customer; upon determining that the first agent is not available to respond to the customer,
identifying at least one preferred agent associated with the customer using the at least one computer processor;determining whether the at least one preferred agent is available to respond to the customer; andupon determining that the at least one preferred agent is available to respond to the customer,
providing information regarding the customer to the at least one preferred agent using the at least one computer processor.