Method and apparatus for routing communications within a contact center
US11943391B1 · kind B1 · utility
2Cited by
172References
22Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Dec 13, 2022 |
| Grant date | Mar 26, 2024 |
| Priority date | — |
| Expiry date | Dec 13, 2042 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5232
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Communications within a call center are routed to agents based on available capacity of the agents. Weighting values are associated with communications and each agent has a maximum capacity. Calls are routed to agents based on a current occupancy of each agent. The current occupancy is determined based on weighting values associated with communications currently being handled by the agents. Agents generally are not assigned a communication that would result in an occupancy that is greater than the agent's maximum capacity.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.