Techniques for pairing contacts and agents in a contact center system
US11418651B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | Apr 28, 2021 |
| Grant date | Aug 16, 2022 |
| Priority date | — |
| Expiry date | Apr 28, 2041 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q30/02
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
Techniques for pairing contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing contacts and agents in a contact center system comprising: assigning, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a contact to an agent based on information associated with a prior interaction of the contact with the contact center system. The assigning of the contact to the agent may result in a less favorable outcome for the contact assigned to the agent and an increase in an overall performance of the contact center system.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.