首页>
外国专利>
AGENT SELECTION IN A CONTACT CENTER BASED ON LIKELIHOOD OF A COMMUNICATION CHANGING MODES
AGENT SELECTION IN A CONTACT CENTER BASED ON LIKELIHOOD OF A COMMUNICATION CHANGING MODES
展开▼
机译:基于通信变更模式似然的联系中心代理选择
展开▼
页面导航
摘要
著录项
相似文献
摘要
The technology disclosed herein enables agent selection based on a likelihood that a received communication will change modes. In a particular embodiment, a method provides receiving a communication in a first mode directed to the contact center from a first user system operated by a first user. The method further provides determining a first likelihood that, at a time after the communication is established with an agent system, the communication will change from the first mode to a second mode. Responsive to the first likelihood satisfying a threshold likelihood, the method provides identifying a first agent of the plurality of agents for handling the communication based on the first mode and the second mode and establishing the communication in the first mode between the first user system and a first agent system operated by the first agent.
展开▼