Patent · US Active

System and method for optimizing contact center resource groups

US10158757B2 · kind B2 · utility

2Cited by

1References

18Claims

0Family size

Inventors

Merijn te Booij · Burlingame, US
Kentis Gopalla · Burlingame, US
Herbert Willi Artur Ristock · Walnut Creek, US

Key dates

Filing date	Jul 29, 2016
Grant date	Dec 18, 2018
Priority date	—
Expiry date	Feb 2, 2037

Classification

Technology area (CPC H)Electricity
CPC primaryH04M2203/402
WIPO fieldTelecommunications
WIPO sectorElectrical engineering

Abstract

A method for automatically generating a grouping of resources of a customer contact center includes: identifying, by a processor, one or more resource groups, each of the resource groups including a plurality of customer contact center resources; predicting, by the processor, for each of the one or more resource groups, a predicted performance metric of the resource group in accordance with the one or more customer contact center resources of the resource group; identifying, by the processor, a particular resource group of the one or more resource groups having a corresponding predicted performance satisfying a threshold performance among the one or more resource groups; and outputting, by the processor, the particular resource group.

Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.