SYSTEM AND METHOD FOR CASE-BASED ROUTING FOR A CONTACT

SYSTEM AND METHOD FOR CASE-BASED ROUTING FOR A CONTACT

A system and method for case-based routing as opposed to atomic interaction routing. A processor opens a case in a customer database. The case is associated with a workflow that has steps anticipated to be executed for the case. The processor identifies first and second steps of the workflow, and fu...

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Bibliographische Detailangaben
Hauptverfasser: HOLLENBERG TODD, KOROLEV NIKOLAY, RISTOCK HERBERT WILLI ARTUR, KRUG BRADLEY, ANDERSON DAVID H, TOERCK CHARLOTTE
Format: Patent
Sprache:eng
Schlagworte:
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TELEPHONIC COMMUNICATION
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Beschreibung
Zusammenfassung:A system and method for case-based routing as opposed to atomic interaction routing. A processor opens a case in a customer database. The case is associated with a workflow that has steps anticipated to be executed for the case. The processor identifies first and second steps of the workflow, and further identifies an agent with skills for handling the first and second steps. The processor generates a task for handling at least the first step of the workflow, and transmits instructions to route the task to the identified agent.