Real-time predictive routing

The methods, apparatus, and systems described herein are designed to route customer communications to the best available agent. The methods include predicting a personality type of the customer, determining the occupancy level of agents to provide a list of available agents, providing a routing reco...

Ausführliche Beschreibung

Bibliographische Detailangaben

Hauptverfasser:	SKEEN WILLIAM DUANE, JOYCE BRENDAN, BROWN DOUGLAS, GUSTAFSON DAVID, GATES MICHAEL GLEN, CONWAY KELLY
Format:	Patent
Sprache:	eng
Schlagworte:	ELECTRIC COMMUNICATION TECHNIQUE ELECTRICITY TELEPHONIC COMMUNICATION
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