发明名称 |
Routing of contacts based on predicted escalation time |
摘要 |
Systems and methods that employ contact escalation periods as criterion for managing routing procedures of a contact center. A prediction component can predict when a customer is likely to escalate a contact that is forwarded to a contact center, and hence facilitate resource matching based on such prediction. Accordingly, proactive and anticipatory contact interaction is enabled, wherein routing of contacts occur in-part based on predicted likelihood of escalations. |
申请公布号 |
US8644487(B2) |
申请公布日期 |
2014.02.04 |
申请号 |
US20100840151 |
申请日期 |
2010.07.20 |
申请人 |
ERHART GEORGE;MATULA VALENTINE;SKIBA DAVID;AVAYA, INC. |
发明人 |
ERHART GEORGE;MATULA VALENTINE;SKIBA DAVID |
分类号 |
H04M5/00 |
主分类号 |
H04M5/00 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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