Method and apparatus for routing a call using a hybrid call routing scheme with real-time automatic adjustment
US8995647B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | May 20, 2013 |
| Grant date | Mar 31, 2015 |
| Priority date | — |
| Expiry date | Jul 26, 2033 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5232
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method, non-transitory computer readable medium, and apparatus for routing a call using a hybrid call routing scheme are disclosed. For example, the method receives a call for a customer agent at a call center, identifies a list of available customer agents, calculates a hybrid score for each one of the available customer agents, wherein the hybrid score is based upon a combination of a longest-idle-agent routing parameter, a performance based routing parameter and a tuning parameter, selects a customer agent from the list of the available customer agents having a highest hybrid score and routes, by the processor, the call to the customer agent that is selected.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.