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1. (WO2018126221) SYSTEM AND METHOD FOR MANAGING CONTACT CENTER SYSTEM

Pub. No.:    WO/2018/126221    International Application No.:    PCT/US2017/069112
Publication Date: Fri Jul 06 01:59:59 CEST 2018 International Filing Date: Sat Dec 30 00:59:59 CET 2017
IPC: H04L 29/06
Applicants: INTERACTIVE INTELLIGENCE GROUP, INC.
Inventors: MCCOY, Edward, Dale Victor
Title: SYSTEM AND METHOD FOR MANAGING CONTACT CENTER SYSTEM
Abstract:
In a method for managing a contact center, the method includes: receiving, by a processor, a first incoming communication from a communication device associated with a customer; determining, by the processor, the first incoming communication should not be routed to any agents from among a first group of agents; routing, by the processor, the first incoming communication to an electronic device operated by an agent from among a second group of agents; monitoring, by the processor, an outcome of an interaction between the agent and the customer; determining, by the processor, a quality level for the agent in handling the interaction with respect to the first incoming communication; and routing, by the processor, a second incoming communication to the second agent based on the quality level for the agent in handling the interaction with respect to the second incoming communication.