Enhanced real-time routing
US10681214B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 27, 2018 |
| Grant date | Jun 9, 2020 |
| Priority date | — |
| Expiry date | Dec 27, 2038 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5183
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Contact centers often seek to provide the most effective agents for a particular communication. A communication may comprise a customer node and an agent node. In addition to selecting the particular agent node based on a skill of the agent or other static information, dynamic information may be received and processed to make a routing decision. For example, one agent may be presently located in a noisy area and a communication may be impeded by routing a call to a node associated with an agent in a noisy environment and a different agent node selected. Other dynamic inputs may include determining an agent's proximity to a resource likely required in order to successfully satisfy a purpose of the communication. Additionally, self-learning may be utilized in order to predict when a particular environmental factor is about to change and make routing decisions accordingly.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.