MANAGING TRANSACTION COMPLEXITY IN A CONTACT CENTER

摘要

A contact is received in a contact center. For example, an incoming voice call or email is received by the contact center. A complexity of the contact is determined. The complexity of the contact is how difficult the contact will be to process by an agent. For instance, the agent may have to do additional work outside the call based on the type of contact. In response to determining the complexity of the contact, the contact is routed to an agent of the contact center and a compensation of the agent is adjusted for servicing the contact.;The systems and methods can also work for multiple contacts that are processed by multiple agents. In addition, the systems and methods will work with outbound contacts.

主权项

1. A method comprising:
receiving a transaction in a contact center; determining a complexity of the transaction, wherein the complexity of the transaction is based on a time resolution for a second transaction based on a same issue; and in response to determining the complexity of the transaction:
routing the transaction to an agent of the contact center; andadjusting a compensation of the agent for servicing the transaction.