Technologies for adaptive predictive routing in contact center systems
US12225159B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jan 31, 2023 |
| Grant date | Feb 11, 2025 |
| Priority date | — |
| Expiry date | Jan 31, 2043 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/402
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method for adaptive predictive routing in a contact center system according to an embodiment includes identifying an interaction to be routed to a contact center agent, determining, for each agent cohort of a plurality of agent cohorts in sequential order and for a cohort time period associated with the respective agent cohort, whether a contact center agent within the respective cohort is available to be routed the interaction, wherein the plurality of agent cohorts is in sequential order based on descending agent performance scores for at least one key performance indicator, and routing the interaction to a first contact center agent determined to be available to be routed the interaction.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.