Patent ID: 9706050
Date: 2017-07-11
CPC Classifications: G06F,G06Q,G10L,G16H,H04M

Claim:
1. A computer-implemented method comprising: receiving, at a call handling platform, a call placed by a caller to a telephony number; computing, by the call handling platform, a first score for the caller based on a subset of data points corresponding to an interaction between the caller and a contact center resource, wherein the first score is associated with a level of satisfaction of the caller in interacting with the contact center resource during the call; determining, by the call handling platform, whether the call should be handled by a human agent based on the first score; in response to determining that the call should be handled by a human agent: receiving from a customer of the call handling platform that is associated with the telephony number the subset of data points from a group of data points available to the call handling platform; and configuring values for the subset of data points based on receipt of the subset of data points from the customer.