OPTIMIZED PREDICTIVE ROUTING AND METHODS

The methods, apparatus, and systems described herein facilitate optimizing routing decisions. The methods include retrieving and/or predicting a profile of a current customer and future customers, determining which agents are currently available and which agents are expected to be available, and pro...

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Bibliographische Detailangaben
Hauptverfasser:	BROWN, DOUGLAS, GATES, MICHAEL GLEN, JOYCE, BRENDAN, SKEEN, WILLIAM DUANE, GUSTAFSON, DAVID, DANSON, CHRISTOPHER, CONWAY, KELLY
Format:	Patent
Sprache:	eng ; fre
Schlagworte:	CALCULATING COMPUTING COUNTING DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES ELECTRIC COMMUNICATION TECHNIQUE ELECTRICITY PHYSICS SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR TELEPHONIC COMMUNICATION
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Beschreibung
Zusammenfassung:	The methods, apparatus, and systems described herein facilitate optimizing routing decisions. The methods include retrieving and/or predicting a profile of a current customer and future customers, determining which agents are currently available and which agents are expected to be available, and providing a routing recommendation based on the profile retrieval or prediction for the current customer and the future customers, and the currently available agents' and expected available agents' proficiency at handling customers with the retrieved and/or predicted profiles. La présente invention concerne des procédés, un appareil et des systèmes permettant de faciliter l'optimisation de décisions d'acheminement. Les procédés comprennent l'extraction et/ou la prédiction d'un profil d'un client actuel et de clients futurs, la détermination des agents actuellement disponibles et des agents dont la disponibilité est prévue, et la fourniture d'une recommandation d'acheminement sur la base de l'extraction ou de la prédiction du profil pour le client actuel et les clients futurs, et de la capacité des agents actuellement disponibles et des agents dont la disponibilité est prévue pour la gestion de clients avec les profils extraits et/ou prédits.