Intelligent overload control for contact center
US9088658B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Feb 23, 2007 |
| Grant date | Jul 21, 2015 |
| Priority date | — |
| Expiry date | Nov 7, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/551
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Particular embodiments provide intelligent overload control for contact centers. In one embodiment, an overload condition at a contact center is determined. When the overload condition exists, a contact evaluation metric for a connection to a contact is determined. The contact evaluation metric may evaluate the value of a contact, such as whether the contact is a high-value or low-value contact. An action to perform for the contact is then determined based on the contact evaluation metric. For example, if the contact is considered a high-value contact, then the contact may be serviced; however, if the contact is considered a low-value contact, then the contact may be gapped.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.