Patent ID: 9654638
Date: 2017-05-16
CPC Classifications: H04M

Claim:
1. A method, comprising: selecting, by a microprocessor executing a work assignment mechanism, a work item associated with a respective customer having a customer identification; determining, by the microprocessor executing the work assignment mechanism and for the respective customer, a customer proficiency level with respect to a contact center product and/or product area sold and/or serviced by a contact center, wherein the microprocessor determines the customer proficiency level by providing the respective customer with a game and/or contest, wherein the game and/or contest is provided by the microprocessor executing a script, wherein the microprocessor executable work assignment mechanism, when executed by the microprocessor, collects and analyzes responses to determine the customer proficiency level of the respective customer and/or to select subsequent questions in the script to be executed from among multiple optional and/or possible questions defined by the script, wherein the microprocessor executable work assignment mechanism, when executed by the microprocessor, tags the responses with the customer identification and stores the responses in a database, thereby allowing the microprocessor executable work assignment mechanism, when executed by the microprocessor, to build a more complete picture of the respective customer and also allowing subsequent scripts to be selected for execution based on a proficiency level more appropriate for the respective customer; and the microprocessor, executing the work assignment mechanism, uses the customer proficiency level in assigning the selected work item to a resource for servicing.