System and method for agent selection in an enterprise
US9473639B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Nov 5, 2014 |
| Grant date | Oct 18, 2016 |
| Priority date | — |
| Expiry date | Nov 5, 2034 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/402
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A resource selection management computer system and method for selecting at least one agent for at least one communication session includes a monitoring module for monitoring one or more parameters of the at least one communication session involving the at least one agent; a database for storing the one or more monitored parameters; a computing module for computing at least one data value based on the one or more monitored parameters by using at least one fuzzy logic; a determination module for determining at least one attribute of the agent based on the at least one computed data value; and an agent selection module for selecting at least one agent based on the at least one determined attribute.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.