Systems and methods relating to routing incoming interactions in a contact center
US11968329B2 · kind B2 · utility
Inventor
Key dates
| Filing date | Sep 21, 2021 |
| Grant date | Apr 23, 2024 |
| Priority date | — |
| Expiry date | Nov 9, 2041 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5238
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
A method for routing incoming interactions in a contact center. The incoming interactions are instigated by customers for communicating with the contact center, and the contact center includes agents between which the incoming interactions are routed. The method includes: determining a routing interval; identifying received incoming interactions for inclusion in a received interactions batch, each of the received incoming interactions being identified as ones of the incoming interactions that are received within the routing interval; identifying candidate agents for inclusion in a candidate agent group, the candidate agents being identified as available ones of the agents to whom the received incoming interactions of the received interaction batch can be routed; and subsequent to the end of the routing interval, routing the received incoming interactions included in the received interaction batch to the candidate agents included in the candidate agent group.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.