Optimized predictive routing and methods

US9106748B2 · kind B2 · utility

Assignee

• MATTERSIGHT CORPORATION · US

Inventors

• Kelly Conway · Lake Bluff, US
• David Gustafson · Lake Bluff, US
• Douglas Brown · Austin, US
• Michael Glen Gates · Lakeway, US
• William Duane Skeen · Austin, US
• Brendan Joyce · Chicago, US
• Christopher Danson · Austin, US

Key dates

• Filing date: May 28, 2013
• Grant date: Aug 11, 2015
• Expiry date: May 28, 2033

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M2203/556
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

The methods, apparatus, and systems described herein facilitate optimizing routing decisions. The methods include retrieving and/or predicting a profile of a current customer and future customers, determining which agents are currently available and which agents are expected to be available, and providing a routing recommendation based on the profile retrieval or prediction for the current customer and the future customers, and the currently available agents' and expected available agents' proficiency at handling customers with the retrieved and/or predicted profiles.