Abstract: The methods, apparatus, and systems described herein relate to routing based on customer satisfaction, and include receiving a communication from a customer; retrieving or predicting a first profile of the customer; returning a list of currently available agents and expected available agents, wherein the currently available agents exclude agents that exceed a predetermined work threshold; determining, for each currently available agent and each expected available agent, a proficiency score for handling a customer with the first profile; determining that an expected available agent has a higher proficiency score than a currently available agent; and providing a routing recommendation based on the determined higher proficiency score that will route the customer communication via a communication distributor to the expected available agent.

Abstract: The methods, apparatus, and systems described herein relate to routing based on customer satisfaction, and include receiving a communication from a customer; retrieving or predicting a first profile of the customer; returning a list of currently available agents and expected available agents, wherein the currently available agents exclude agents that exceed a predetermined work threshold; determining, for each currently available agent and each expected available agent, a proficiency score for handling a customer with the first profile; determining that an expected available agent has a higher proficiency score than a currently available agent; and providing a routing recommendation based on the determined higher proficiency score that will route the customer communication via a communication distributor to the expected available agent.

Abstract: A telephonic communication system, such as a distributed private branch exchange (PBX), having a public switched telephone network (PSTN) connected to the PBX through a PBX switch is utilized to receive a signal from the communication system having a communication protocol. The signal carries an audio waveform comprising at least one of first constituent audio data and second constituent audio data. The system records the signal on a first data file based on the identity of the telephonic communication protocol. The system records the first constituent audio data on a first audio track of a first data file based on the communication protocol and records the second constituent audio data on a second audio track of the first data file based on the communication protocol. The system may further extract at least one of the recorded first and second constituent audio data from the first data file.