System and method for contact center activity routing based on agent preferences
US9392115B2 · kind B2 · utility
6Cited by
2References
20Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Nov 19, 2012 |
| Grant date | Jul 12, 2016 |
| Priority date | — |
| Expiry date | Nov 19, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5233
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method for routing activities in a contact center to contact center agents includes: identifying an activity to be routed to a contact center agent; identifying one or more parameters for handling the activity; identifying one or more contact center agents; retrieving preference settings for the identified one or more contact center agents; routing the activity to one of the identified contact center agents based on the identified one or more parameters and the retrieved preference settings.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.