On-demand contact center electronic communication system and method
US11570304B2 · kind B2 · utility
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2References
20Claims
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Assignee
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Key dates
| Filing date | Apr 14, 2021 |
| Grant date | Jan 31, 2023 |
| Priority date | — |
| Expiry date | Apr 14, 2041 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/252
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Electronic communication methods and systems for rating agents and allowing customers for select agents are provided. Exemplary systems include a communication server for connecting a user to a communication with a contact center, a presence system to determine status of one or more agents, a wait-time determination engine to determine a wait time for one or more agents present for the communication, an agent scoring system for determining a score for one or more agents present for the communication, and a routing engine to connect a selected agent to the communication.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.