System and method to use predicted agent state to optimize selection strategy
US9628625B2 · kind B2 · utility
0Cited by
9References
19Claims
0Family size
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Key dates
| Filing date | Nov 26, 2014 |
| Grant date | Apr 18, 2017 |
| Priority date | — |
| Expiry date | Nov 26, 2034 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5235
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
System and method to improve self-service operation in a contact center, the method including: determining a characteristic of the new customer contact; determining a characteristic of an existing customer contact; determining a communication delay latency between an assignment engine and a contact center agent; determining a time to assign the new customer contact to the contact center agent, wherein the time to assign is made in a predetermined amount of time in advance of receiving a ready indication from the contact center agent, the predetermined amount of time determined from the communication delay latency.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.