System and method for intelligent task management and routing

US9823949B2 · kind B2 · utility

Assignee

• Genesys Telecommunications Laboratories, Inc. · US

Inventors

• Herbert Willi Artur Ristock · Walnut Creek, US
• Vidas Placiakis · Walnut Creek, US
• Vitaliy Teryoshin · Daly City, US
• Nikolay Korolev · Concord, US
• Yevgeniy Petrovykh · Walnut Creek, US
• Anand Pai Krishnanand Nitin · Foster City, US

Key dates

• Filing date: Jun 29, 2015
• Grant date: Nov 21, 2017
• Expiry date: Sep 11, 2035

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M2203/556
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

Systems and methods are shown for routing task objects to multiple agents that involve analyzing content of each task object in an input buffer to determine a classification relevant to the content of the task object that is added to task object metadata, which is placed in a second buffer. Objects in the second buffer are analyzed and the classification in the object metadata used to search workforce management data representing agent characteristics to identify agents who match the classification. A routing strategy is applied to the object to select an agent and the object is routed to the agent's workbin. Another aspect involves organizing workbin tasks objects by priority, according to recent system conditions excluding objects that cannot presently be processed based on a workflow strategy or status data and presenting remaining objects based on order of priority, or re-arranging objects between workbins based on recent status info.