System and method for routing incoming calls to operator devices based on performance analysis

Systems and methods for routing inbound communications at a call center to enhance customer experience and call center agent efficiency are disclosed. To efficiently route communications, customer service call types and one or more agent performance rates responsive to the customer service call are analyzed to determine which of the one or more call center agents should be routed to which particular customer service call type. Additionally, tools for analyzing call center agent performance rates and assigning call center agents to serve specific customer service call types are also disclosed. 公开了用于在呼叫中心处路由入站通信以便增强客户体验和呼叫中心代理者效率的系统和方法。为了有效地路由通信，分析客户服务呼叫类型和响应于所述客户服务呼叫的一个或更多个代理者业绩率，以便确定一个或更多个呼叫中心代理者的哪个代理者应该被路由哪个特定客户服务呼叫类型。附加地，还公开了用于分析呼叫中心代理者业绩率及分配呼叫中心代理者以服务特定客户服务呼叫类型的工具。