SYSTEM AND METHOD FOR ROUTING A COMMUNICATION UTILIZING SCORING

摘要

A system and method are presented for routing a communication through monitoring one or more of words and voice characteristics of a communicant during an interaction. A communication may be handled based on a score. A score may be calculated based on several factors that are analyzed during an interaction, such as, amplitude, word usage, call metrics, etc. Previous interactions of communicants may also be factored into a score. Such handling may include specialized routing of the communication to a designated handler, for example. A communication may be continually evaluated during its occurrence and said evaluation data stored for future use.

主权项

1. A method for routing a communication comprising the steps of:
a. monitoring at least one of: words and voice characteristics of a communicant during an interaction; b. determining a score for a communicant based on said monitoring; c. determining if a previous score exists for said communicant; d. analyzing at least one of: a score and a previous score; e. routing a communicant to an agent able to handle said communicant's score; f. continuing to evaluate communicant's score during said interaction; and, g. storing evaluation data for future use.