System and method for delivering a contact to a preferred agent after a set wait period
US8913736B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Aug 5, 2011 |
| Grant date | Dec 16, 2014 |
| Priority date | — |
| Expiry date | Apr 30, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/523
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method for assigning a contact to undifferentiated agents is provided, comprising: describing substantially each undifferentiated agent using at least one agent attribute to produce a set of agent attribute values; describing a contact using at least one contact attribute to produce a set of contact attribute values; relating the sets of agent and contact attribute values to produce at least one preferred agent; determining an expected wait time for substantially each of the at least one preferred agent to produce a set of expected wait times; determining a wait tolerance for the contact; if the expected wait time for at least one preferred agent is less than the wait tolerance, then assign the contact to the at least one preferred agent; and if the expected wait time for the at least one preferred agent is greater than the wait tolerance, then assign the contact to an undifferentiated agent.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.