Patent · US Active

System and method for case-based routing for a contact

US9781270B2 · kind B2 · utility

4Cited by

13References

20Claims

0Family size

Assignee

Genesys Telecommunications Laboratories, Inc. · US

Inventors

Todd Hollenberg · Lafayette, US
Bradley Krug · Colorado Springs, US
Herbert Willi Artur Ristock · Walnut Creek, US
Charlotte Toerck · Redwood City, US
Nikolay Korolev · Concord, US
David H. Anderson · Hillsborough, US

Key dates

Filing date	Aug 1, 2014
Grant date	Oct 3, 2017
Priority date	—
Expiry date	Aug 1, 2034

Classification

Technology area (CPC H)Electricity
CPC primaryH04M2203/402
WIPO fieldTelecommunications
WIPO sectorElectrical engineering

Abstract

A system and method for case-based routing as opposed to atomic interaction routing. A processor opens a case in a customer database. The case is associated with a workflow that has steps anticipated to be executed for the case. The processor identifies first and second steps of the workflow, and further identifies an agent with skills for handling the first and second steps. The processor generates a task for handling at least the first step of the workflow, and transmits instructions to route the task to the identified agent.

Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.