Smart capacity for workload routing
US11368589B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Oct 12, 2020 |
| Grant date | Jun 21, 2022 |
| Priority date | — |
| Expiry date | Oct 12, 2040 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5234
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
Systems, methods, and computer program products include smart capacity workload routing with workload modeling. One example involves storing a workload model in memory regarding a set of different factors associated with user communications, with each factor is associated with a measurement of workload. A received request including information regarding one or more of the factors is processed and used in identifying a workload measurement for the requested user communication based on comparing the received request information to the stored workload model. An agent with capacity that is available to handle the requested user communication is identified. A communication slot for the identified agent is activated and defined by the identified workload measurement, and the request is routed to the identified agent and updating available workload capacity in the system.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.