System and method for managing routing of customer calls to agents
摘要
說明書
In an embodiment, analytical engine 404 includes logic for selecting a predictive model from a plurality of predictive models for which a set of enterprise customer data retrieved for an identified customer has the highest importance in determining the respective business outcome. In an embodiment, analytical engine 404 stores lookup tables each of the predictive models within predictive modeling module 410 with table entries for various enterprise customer data, wherein each table entry includes an expected impact on business value. In an embodiment, analytical engine 404 applies business logic to forecasting expected impact on business value for given categories of enterprise customer data, and for weighing two or more enterprise customer data as components of overall importance in determining expected impact on likelihood of the respective business outcome. In an embodiment, analytical engine 404 adjusts the weight of two or more enterprise customer data as components of overall importance in determining expected impact on likelihood of the respective business outcome, depending on circumstances of the call center management system 400. For example, in the context of a call center campaign focused on one or more types of customer (prospect, lead, purchaser, new business applicant), analytical engine 404 may place greater importance on customer event data and attributions data than on activity event data in determining the respective business outcome.
