Incorporating interactive voice response functions into a work assignment engine script

摘要

A contact center is described along with various methods and mechanisms for administering the same. In general, methods and mechanisms are disclosed that are configured to provide interactive voice response (IVR) functionality as one or more distributed resources capable of being assigned work items via a work assignment engine. Assigning work items may be performed via the work assignment engine running an IVR script. This IVR script may be configured to determine information associated with a work item such that an efficient work assignment can be made. In some cases, business rules and the information associated with the work item can affect the work assignment.

主权项

1. A method, comprising:
analyzing, via a work assignment engine, a work item for work assignment information, wherein the work item represents a contact received at a contact center; determining, via the work assignment engine, whether the work assignment information includes customer information for assigning the work item to a resource of the contact center other than an interactive voice response (IVR) resource; determining, via the work assignment engine, a first IVR resource of a plurality of IVR resources that is capable of obtaining a first portion of the customer information when the work assignment information does not include the customer information; and assigning, via the work assignment engine, the work item to the first IVR resource when it is determined that the work assignment information does not include the customer information, wherein the first IVR resource is configured to execute a first IVR function configured to obtain the first portion of the customer information, wherein the first IVR function represents an individual IVR function that is separate and apart from an IVR unit and other IVR functions, and wherein the first IVR resource is configured to automatically return the work item to the work assignment engine after executing the first IVR function.