System and method for agent driven system training
A method of routing contacts in a contact center includes receiving a registration from an agent of the contact center, wherein the registration identifies at least one attribute of a future contact the agent has an interest in receiving, receiving an incoming contact to the contact center; and identifying a context of the incoming contact comprising a plurality of contact attributes. Thus, it can be determined that the at least one attribute of the future contact matches at least one of the plurality of contact attributes; and whether the agent of the contact center is available to receive the incoming contact. When the agent of the contact center is available the incoming contact is routed to a first agent device associated with the agent of the contact center.
1. A method of routing contacts in a contact center, comprising:
receiving, by a server of the contact center, a registration from an agent of the contact center, wherein the registration identifies at least one attribute of a future contact the agent has an interest in receiving;
receiving, by the server of the contact center, an incoming contact to the contact center;
identifying, by the server of the contact center, a context of the incoming contact comprising a plurality of contact attributes;
determining, by the server of the contact center, that the at least one attribute of the future contact matches at least one of the plurality of contact attributes;
determining, by the server of the contact center, whether the agent of the contact center is available to receive the incoming contact;
when the agent of the contact center is available, routing, by the server of the contact center, the incoming contact to a first agent device associated with the agent of the contact center; and
when the agent of the contact center is unavailable:
routing, by the server of the contact center, the incoming contact to a second agent device associated with an alternative agent of the contact center;
receiving, by the server of the contact center from the agent of the contact center, information related to resolving the incoming contact; and
forwarding, by the server of the contact center, the received information to the second agent device.
2. The method of claim 1 , comprising:
retrieving, by the server of the contact center from a context store, information related to resolving the incoming contact; and
forwarding, by the server of the contact center, the retrieved information to the second agent device.
3. The method of claim 1 , wherein the at least one attribute comprises an identity of a user associated with the incoming contact.
4. The method of claim 1 , wherein the at least one attribute comprises a demographic attribute of a user associated with the incoming contact.
5. The method of claim 1 , wherein the at least one attribute comprises a subject matter of the incoming contact.
6. The method of claim 1 , wherein:
when the agent of the contact center is unavailable, predicting, by the server of the contact center, a waiting time until the agent of the contact center will be available;
when the predicted wait time is more than a predetermined time tolerance, routing, by the server of the contact center, the incoming contact to a second agent device associated with an alternative agent of the contact center;
when the predicted wait time is less than or equal to the predetermined time tolerance, routing, by the server of the contact center, the incoming contact to a queue associated with the agent of the contact center.
7. The method of claim 6 , wherein the predetermined time tolerance varies based on a commercial importance of a user associated with the incoming contact.
8. The method of claim 1 , wherein the predetermined time tolerance varies based on an extent of expertise the agent of the contact center has related to a subject matter of the incoming contact.
9. A system for routing contacts in a contact center, comprising:
a memory device storing executable instructions; and
a processor in communication with the memory device, wherein the processor, when executing the executable instructions:
receives a registration from an agent of the contact center, wherein the registration identifies at least one attribute of a future contact the agent has an interest in receiving;
receives an incoming contact to the contact center;
identifies a context of the incoming contact comprising a plurality of contact attributes;
determines that the at least one attribute of the future contact matches at least one of the plurality of contact attributes;
determines whether the agent of the contact center is available to receive the incoming contact;
when the agent of the contact center is available, routes the incoming contact to a first agent device associated with the agent of the contact center; and
when the agent of the contact center is unavailable:
routes the incoming contact to a second agent device associated with an alternative agent of the contact center;
receives from the agent of the contact center, information related to resolving the incoming contact; and
forwards the received information to the second agent device.
10. The system of claim 9 , wherein the processor when executing the executable instructions:
retrieves from a context store, information related to resolving the incoming contact; and
forwards the retrieved information to the second agent device.
11. The system of claim 9 , wherein the at least one attribute comprises an identity of a user associated with the incoming contact.
12. The system of claim 9 , wherein the at least one attribute comprises a demographic attribute of a user associated with the incoming contact.
13. The system of claim 9 , wherein the at least one attribute comprises a subject matter of the incoming contact.
14. The system of claim 9 , wherein:
when the agent of the contact center is unavailable, the processor when executing the executable instructions predicts a waiting time until the agent of the contact center will be available;
when the predicted wait time is more than a predetermined time tolerance, the processor when executing the executable instructions routes the incoming contact to a second agent device associated with an alternative agent of the contact center;
when the predicted wait time is less than or equal to the predetermined time tolerance, the processor when executing the executable instructions routes the incoming contact to a queue associated with the agent of the contact center.
15. The system of claim 14 , wherein the predetermined time tolerance varies based on a commercial importance of a user associated with the incoming contact.
16. The system of claim 9 , wherein the predetermined time tolerance varies based on an extent of expertise the agent of the contact center has related to a subject matter of the incoming contact.