Working-time-based routing for customer support

Working-time-based routing for customer support

Techniques performed by a data processing system for matching a customer service ambassador (CSA) with a customer include receiving a service request for technical assistance from the customer, analyzing estimated working hours information for the customer and estimated working hours information for...

Ausführliche Beschreibung

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Bibliographische Detailangaben
Hauptverfasser: WU, Cheng, AVILA, Dean, Manchanda, Sumit, CALLEWAERT, Francois, Masroor Hussain, Syed
Format: Patent
Sprache:eng
Schlagworte:
CALCULATING
COMPUTING
COUNTING
DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES
PHYSICS
SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR
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Beschreibung
Zusammenfassung:Techniques performed by a data processing system for matching a customer service ambassador (CSA) with a customer include receiving a service request for technical assistance from the customer, analyzing estimated working hours information for the customer and estimated working hours information for each of the plurality of CSAs to produce a compatibility score for each CSA, the compatibility score for a respective one of the CSAs providing an indication of how closely the working hours of the customer and of the respective one of the CSAs align, reordering an available CSA queue identifying the plurality of CSAs based on the compatibility scores of each of the CSAs, and selecting a CSA from the queue to provide technical assistance to the customer.