FEEDBACK BASED COMMUNICATION ROUTER

The invention discloses a feedback based communication router. An inbound communication is received by a contact center. For example, the inbound communication may be a text-based communication. The inbound communication is classified based on feedback from one or more prior inbound communications. For example, the feedback may be based on whether a previous communication was transferred, was dropped, based on feedback provided by a contact center agent, based on feedback provided by a user, and/or the like. In response to classifying the first inbound communication, the inbound communicationis routed differently in the contact center. For example, the inbound communication is routed to a different contact center queue based on the feedback of the previous communication. 本发明公开了基于反馈的通信路由器。由联络中心接收入站通信。例如，入站通信可以是基于文本的通信。入站通信基于来自一个或多个先前的入站通信的反馈被分类。例如，反馈可以基于前一通信是被转移还是被丢掉、基于由联络中心代理提供的反馈、基于由用户提供的反馈等。响应于对第一入站通信进行分类，入站通信在联络中心中被不同地路由。例如，入站通信基于前一通信的反馈被路由到不同的联络中心队列。