SYSTEM AND METHOD FOR MANAGING CONTACT CENTER SYSTEM
In a method for managing a contact center, the method includes: receiving, by a processor, a first plurality of communications from a server during a training period; transmitting, by the processor, a pair of the communications to a device operated by a first contact center agent; receiving, by the processor, a signal from the device operated by the first contact center agent indicating a selection, by the first contact center agent, of a ranking between the pair of the communications; receiving, by the processor, a second plurality of communications from the server during a non-training period; reorganizing, by the processor, the second plurality of communications based on the selection of the ranking between the pair of communications to generate a reorganized second plurality of communications; and routing, by the processor during the non-training period, one or more of the reorganized second plurality of communications according to rank.
1 . A method for managing a contact center, the method comprising:
receiving, by a processor, a first plurality of communications from a server during a training period;
transmitting, by the processor, a pair of the communications to a device operated by a first contact center agent;
receiving, by the processor, a signal from the device operated by the first contact center agent indicating a selection, by the first contact center agent, of a ranking between the pair of the communications;
receiving, by the processor, a second plurality of communications from the server during a non-training period;
reorganizing, by the processor, the second plurality of communications based on the selection of the ranking between the pair of communications to generate a reorganized second plurality of communications; and
routing, by the processor during the non-training period, one or more of the reorganized second plurality of communications according to rank.
2 . The method of claim 1 , wherein the server corresponds to a social media platform.
3 . The method of claim 1 , further comprising storing, by the processor, the communications in a buffer.
4 . The method of claim 1 , further comprising storing, by the processor, the plurality of ranked pairs in a buffer based on a plurality of selections from a plurality of agents regarding a plurality of pairs of the communications.
5 . The method of claim 1 , wherein the signal comprises a ranked pair indicating the selection of the ranking between the pair of the communications.
6 . The method of claim 5 , further comprising calculating, by the processor, a weight vector based on the ranked pair.
7 . The method of claim 6 , further comprising reorganizing, by the processor, the second plurality of communications based on the weight vector.
8 . The method of claim 1 , further comprising routing, by the processor, a communication, from among the pair of communications, that corresponds to the selection of a higher ranking between the pair of the communications, to the device operated by the first contact center agent.
9 . The method of claim 1 , further comprising transmitting, by the processor, the pair of the communications to a device operated by a second contact center agent.
10 . The method of claim 9 , further comprising:
receiving, by the processor, a signal from the device operated by the second contact center agent indicating a selection, by the second contact center agent, of the ranking between the pair of the communications; and
overwriting, by the processor, the selection by the first contact center agent with the selection by the second contact center agent.
11 . A system for managing a contact center, the system comprising:
a processor; and
a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to:
receive a first plurality of communications from a server during a training period;
transmit a pair of the communications to a device operated by a first contact center agent;
receive a signal from the device operated by the first contact center agent indicating a selection, by the first contact center agent, of a ranking between the pair of the communications;
receive a second plurality of communications from the server during a non-training period;
reorganize the second plurality of communications based on the selection of the ranking between the pair of communications to generate a reorganized second plurality of communications; and
route, during the non-training period, one or more of the reorganized second plurality of communications according to rank.
12 . The system of claim 11 , wherein the server corresponds to a social media platform.
13 . The system of claim 11 , wherein the instructions further cause the processor to store the communications in a buffer.
14 . The system of claim 11 , wherein the instructions further cause the processor to store the plurality of ranked pairs in a buffer based on a plurality of selections from a plurality of agents regarding a plurality of pairs of the communications.
15 . The system of claim 11 , wherein the signal comprises a ranked pair indicating the selection of the ranking between the pair of the communications.
16 . The system of claim 11 , wherein the instructions further cause the processor to calculate a weight vector based on the ranked pair.
17 . The system of claim 11 , wherein the instructions further cause the processor to reorganize the second plurality of communications based on the weight vector.
18 . The system of claim 11 , wherein the instructions further cause the processor to route a communication, from among the pair of communications, that corresponds to the selection of a higher ranking between the pair of the communications, to the device operated by the first contact center agent.
19 . The system of claim 11 , wherein the instructions further cause the processor to:
transmit the pair of the communications to a device operated by a second contact center agent;
receive a signal from the device operated by the second contact center agent indicating a selection, by the second contact center agent, of the ranking between the pair of the communications; and
overwrite the selection by the first contact center agent with the selection by the second contact center agent.
20 . A system for managing a contact center, the system comprising:
means for receiving a first plurality of communications from a server during a training period;
means for transmitting a pair of the communications to a device operated by a first contact center agent;
means for receiving a signal from the device operated by the first contact center agent indicating a selection, by the first contact center agent, of a ranking between the pair of the communications;
means for receiving a second plurality of communications from the server during a non-training period;
means for reorganizing the second plurality of communications based on the selection of the ranking between the pair of communications to generate a reorganized second plurality of communications; and
means for routing, during the non-training period, one or more of the reorganized second plurality of communications according to rank.