System and method for compatibility-based team formation
US9549070B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Feb 12, 2015 |
| Grant date | Jan 17, 2017 |
| Priority date | — |
| Expiry date | Feb 12, 2035 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5233
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system and method determines members of a team in a contact center to handle a request. The method is performed by a formation device by receiving a user request from a user device, the user request associated with a type of user request. The method includes determining a plurality of member types required in handling the request based upon the type of request. The method includes determining a plurality of agents of the contact center, the agents collectively having the member types. The method includes transmitting a request to a plurality of member devices of the contact center respectively associated with each of the agents to participate in a real-time communication with the user device in handling the user request.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.