Abstract: Embodiments provide systems and methods for a team-based approach to skills-based agent assignment in task routing systems. According to one embodiment, performing skills-based task assignments in a task routing system can comprise identifying a team of agents. The team of agents can comprise a plurality of agents handling a currently assigned task but expected to become available for assignment of a new task. Each agent of the team of agents can be earmarked to one of a plurality of new tasks selected from a queue of tasks. At some point, one of the agents of the team can be detected as being available and the agent detected as being available can be assigned to one of the plurality of new tasks based at least in part on consideration of the earmarking of the agents of the team to the plurality of new tasks.

Abstract: Embodiments provide systems and methods for a team-based approach to skills-based agent assignment in task routing systems. According to one embodiment, performing skills-based task assignments in a task routing system can comprise identifying a team of agents. The team of agents can comprise a plurality of agents handling a currently assigned task but expected to become available for assignment of a new task. Each agent of the team of agents can be earmarked to one of a plurality of new tasks selected from a queue of tasks. At some point, one of the agents of the team can be detected as being available and the agent detected as being available can be assigned to one of the plurality of new tasks based at least in part on consideration of the earmarking of the agents of the team to the plurality of new tasks.

Abstract: Embodiments of the invention provide systems and methods for a team-based approach to skills-based agent assignment in task routing systems. According to one embodiment, performing skills-based task assignments in a task routing system can comprise identifying a team of agents. The team of agents can comprise a plurality of agents handling a currently assigned task but expected to become available for assignment of a new task. Each agent of the team of agents can be earmarked to one of a plurality of new tasks selected from a queue of tasks. At some point, one of the agents of the team can be detected as being available and the agent detected as being available can be assigned to one of the plurality of new tasks based at least in part on consideration of the earmarking of the agents of the team to the plurality of new tasks.

Abstract: Embodiments described herein provide an efficient multi-dimensional routing algorithm that takes into account decision factors including but not limited to skills of the agents, a channel to be used for a particular contact, personal preferences and other contact specific information, a balance between inbound and outbound contacts, the relative expense of agents for a particular contact, etc. This routing algorithm can be adapted to handle mandatory conditions as well as soft conditions. Each of the various possible conditions can be weighted by the entity implementing the contact center based on a relative importance of the factor to that entity. Embodiments can also include a set of analytics that provides insight into the correlation between the decision factors and desired outcomes which can be used, for example, for proper tuning of the algorithm based on an adjustment of the weight applied to these various factors.

Abstract: The present invention describes a method and system for informing a customer service agent of the details of a service user's interaction with a voice-based knowledge retrieval system. More particularly the invention is directed to a method of informing a customer service agent of details of a user's interaction with a voice retrieval system including the steps of providing a user of a voice retrieval system with a list of one or more information items, playing the one or more information items to the user in response to one or more user inputs, storing a transcript of the user's interaction with the one or more information items, transferring the user from the voice retrieval system to a customer service agent in response to the one or more user inputs; and providing the customer service agent with the transcript of the user's interaction with the one or more information items.

Abstract: Embodiments of the invention provide systems and methods for a team-based approach to skills-based agent assignment in task routing systems. According to one embodiment, performing skills-based task assignments in a task routing system can comprise identifying a team of agents. The team of agents can comprise a plurality of agents handling a currently assigned task but expected to become available for assignment of a new task. Each agent of the team of agents can be earmarked to one of a plurality of new tasks selected from a queue of tasks. At some point, one of the agents of the team can be detected as being available and the agent detected as being available can be assigned to one of the plurality of new tasks based at least in part on consideration of the earmarking of the agents of the team to the plurality of new tasks.

Abstract: The present invention describes a method and system for informing a customer service agent of the details of a service user's interaction with a voice-based knowledge retrieval system. More particularly the invention is directed to a method of informing a customer service agent of details of a user's interaction with a voice retrieval system including the steps of providing a user of a voice retrieval system with a list of one or more information items, playing the one or more information items to the user in response to one or more user inputs, storing a transcript of the user's interaction with the one or more information items, transferring the user from the voice retrieval system to a customer service agent in response to the one or more user inputs; and providing the customer service agent with the transcript of the user's interaction with the one or more information items.

Abstract: A system and method are provided for defining and executing distributed multi-channel self-service communication systems. A voice system is provided that will assist a user of the system to query the system and receive feedback from the system which can lead to additional queries of the system in order for the user to use a phone-in system for informational purposes. A query is provided from a user in the form of spoken word. The spoken word is converted into a format for searching a knowledge database. The knowledge database is searched for at least one answer object and when found is presented to the user.

Abstract: A method of speech recognition is provided for use in searching a knowledge database. A spoken command is communicated to a system. The spoken command is responded to with a set comprising a plurality of keywords. The plurality of keywords is arranged in a best possible set of matches which set of matches is derived by mathematically combining a speech recognition confidence score and a keyword weighting score. The best possible set of matches is then provided to the user.