System and method for generating a network of contact center agents and customers for optimized routing of interactions
US9716792B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Oct 19, 2015 |
| Grant date | Jul 25, 2017 |
| Priority date | — |
| Expiry date | Oct 19, 2035 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5235
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system and method for muting interactions to contact center agents. The system is adapted to identify a network of agents and customers. Each node of the network represents either an agent or a customer, and a connection is made between the node representing the agent and the node representing the customer, in response to identifying a fit between the customer and the agent. The system is adapted to identify a current interaction to be routed, identify a first group of agents based on one or more constraints for generating one or more candidate agents, and determine the fit between a current customer and each of the candidate agents based on the network of agents and customers. The system is further adapted to select a particular agent of the candidate agents with a best fit, and transmit a signal for routing the current interaction to the particular agent.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.