Mechanism for work assignment in a graph-based contact center
US9930179B2 · kind B2 · utility
10Cited by
2References
20Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | May 29, 2014 |
| Grant date | Mar 27, 2018 |
| Priority date | — |
| Expiry date | Jan 4, 2035 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/493
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A graph database is described for use in connection with a contact center. The graph database includes a plurality of nodes and relationships that describe the operations, entities, personnel, and attributes in the contact center. Also described is the operation of a work assignment engine that leverages the graph database to make intelligent and flexible work assignment decisions.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.