18473864. COMMUNICATION ROUTING FOR CONTACT CENTER (Cisco Technology, Inc.)
COMMUNICATION ROUTING FOR CONTACT CENTER
Organization Name
Inventor(s)
Saurabh Vinayak Sakalkar of Hayward CA US
Aseem B. Asthana of Morgan Hill CA US
Sachin Gaikwad of San Ramon CA US
Arunabh Bhattacharjee of Etobicoke CA
COMMUNICATION ROUTING FOR CONTACT CENTER
This abstract first appeared for US patent application 18473864 titled 'COMMUNICATION ROUTING FOR CONTACT CENTER
Original Abstract Submitted
In an example embodiment, a method includes determining an attitudinal negativity score associated with a contact center agent, among a plurality of contact center agents, based on an interaction between the contact center agent and a user during a communication session, receiving data associated with an incoming user communication, determining a user ease score associated with the incoming user communication based on the data, and blocking routing of the incoming user communication to the contact center agent based on the attitudinal negativity score being above a first threshold score and the user ease score being below a second threshold score.