The Enterprise Behavioral Pairing (EBP) routing uses artificial intelligence to identify patterns of human interaction from current and prior calls to contact center. Based on the EBP data, the contact center chooses the agent that can be most helpful to the caller when routing the call.
Avaya Contact Center – Extended Capacity mainly applies the EBP routing in the two following scenarios
When agents are available and can answer the incoming call immediately, the EBP uses data from previous calls to find the best match among available agents for the call.
When no agents are available to answer the call, the EBP considers data from previous calls and the call-specific data, such as expected wait time (EWT), to route the call to the most suitable agent.
The EBP algorithm gathers the information from the current call and updates the EBP data after the call is complete. The EBP routing improves further interactions of callers who have similar requests with Avaya Contact Center – Extended Capacity.
