Service level based routing using visibility thresholds
US12407618B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Jun 30, 2023 |
| Grant date | Sep 2, 2025 |
| Priority date | — |
| Expiry date | Jun 30, 2043 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04L45/302
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
Systems and methods are described relating to distributing agents to different queues provided by a call or contact center. A contact service may define a number of different queues for processing different customer requests, such as may be routed to different agents, with each queue associated with a priority value (higher priority get assigned agents first) and a visibility threshold (how long a request will sit before it is picked up by an agent). The described techniques add a time-to-service level (SL) goal, per queue to determine when queues are over and underperforming. In the case queues are overperforming, various techniques, including control systems approaches may be used to determine adjustments to the visibility threshold (e.g., at least one of increasing the thresholds for overperforming queues and decreasing the thresholds for underperforming queues) to increase performance in meeting the customer SL goals.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.