Skill change and routing correction
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United States of America Patent
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Jan 9, 2018
Issued Date -
N/A
app pub date -
Dec 17, 2014
filing date -
Dec 17, 2014
priority date (Note) -
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status (Latency Note)
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Abstract
Customer of a contact center often provide information related to their call that is use to route the call to an appropriate agent. As a result, a work item is created and routed to an agent selected, at least in part, as having a skill associated with the information provided. However, the information is often missing or wrong. As an agent processes the work item, it may become apparent that the work item was misrouted and if the true nature of the work item was known earlier, the work item would have been routed to a different agent. Provided with respect to certain embodiments, misrouted work items are identified and, if appropriate, rerouted to an appropriate agent for processing.
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