Systems and methods for relative gain in predictive routing
US12425519B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Aug 4, 2023 |
| Grant date | Sep 23, 2025 |
| Priority date | — |
| Expiry date | Dec 11, 2043 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/402
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method of routing interactions to contact center agents according to an embodiment includes identifying an interaction to be routed to a contact center agent, determining a predictive routing score for each prospective contact center agent to which the interaction can be routed based on a historical performance of each prospective agent, determining a relative gain for each prospective agent based on an interaction class of the interaction, an agent class performance of the prospective agent, and an agent value of the prospective agent, wherein the relative gain of a respective agent is indicative of a relative optimization improvement of routing the interaction to the respective agent relative to another of the prospective agents, ranking the prospective agents based on the associated predictive routing score and the associated relative gain for each prospective agent, and routing the interaction to an agent selected based on the ranking of the prospective agents.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.