Agent rating prediction and routing
US9860380B2 · kind B2 · utility
1Cited by
8References
20Claims
0Family size
Assignee
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Key dates
| Filing date | Feb 5, 2014 |
| Grant date | Jan 2, 2018 |
| Priority date | — |
| Expiry date | Feb 5, 2034 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/401
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
An agent rating prediction and routing mechanism provided by a contact center communication system for work assignment optimization is described along with various methods and mechanisms for administering the same. The prediction system proposed herein analyzes past agent performance, agent attributes, contact attributes, and customer attributes to calculate an outcome value and to provide a performance prediction for use in work item routing to contact center resources.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.