Patent ID: 8130935
Filing Date: 2012-03-06
Classification: H04M

Abstract:
1. A communication routing system comprising: a call routing module and a processor that manage one or more incoming communications; an emotion monitoring module that monitors an emotional state of one or more agents; and an agent profile including information regarding the emotional state of one of the one or more agents, historical emotion information relating to one or more previous communications and a recommended action, wherein the emotional state, the historical emotion information and the recommended action are factored into determining a routing of the one or more incoming communications, and the historical information includes the emotional state of the agent before, during and after one or more of the one or more previous communications, wherein the emotional state, the historical emotion information and the recommended action are weighted before the determining of the routing of the one or more incoming communications, with the weightings being variable based on one or more of a current call volume, a call queue capacity and a call center capacity.