Contact center routing using characteristic mapping

US9135668B2 · kind B2 · utility

Assignee

• Cisco Technology, Inc. · US

Inventors

• Kenneth Jordan · Groton, US
• Michael P. Lepore · Trumbull, US
• Paul Schechinger · Londonderry, US
• Kevin Collins · Roseville, US
• Rick Whitesel · Nashua, US
• Lawrence E. Johnson · Gladstone, US
• Victor L. Voydock · Newton, US

Key dates

• Filing date: Nov 18, 2008
• Grant date: Sep 15, 2015
• Expiry date: Jan 5, 2033

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M3/5233
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

An apparatus for selecting contact center resources is provided. The apparatus includes a memory and a processor in communication with the memory. The memory includes computer code executable with the processor. The computer code is configured to obtain one or more user characteristics; map a user point on a spatial map that includes a first resource spatial point for a first contact center resource, the user point being located at a point that spatially defines the one or more user characteristics; and determine a first distance between the user point and the first resource spatial point.