Systems and methods for routing communications to agents based on attributes
US11076049B2 · kind B2 · utility
1Cited by
1References
30Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Oct 21, 2019 |
| Grant date | Jul 27, 2021 |
| Priority date | — |
| Expiry date | Oct 21, 2039 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q30/016
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
In one embodiment, agents are each assigned a plurality of attributes based on their skills. Each attribute may be associated with a skill such as accounting, technical support, language, etc. In addition, some attributes may have an associated score or proficiency level that describes how proficient the agent is with respect to the attribute. Administrators may then create rules to route communications to agents based on the associated attributes and a customer category that is assigned to the communications.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.