Adaptive occupancy real-time predictive routing
US9936075B2 · kind B2 · utility
2Cited by
39References
27Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Feb 6, 2017 |
| Grant date | Apr 3, 2018 |
| Priority date | — |
| Expiry date | Feb 6, 2037 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/551
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
The methods, apparatus, and systems described herein are designed to route customer communications to the best agent or best available agent. The methods include receiving a customer communication, predicting a demographic profile of the customer associated with the customer communication, monitoring real-time agent performance data and modifying a predetermined work threshold based on the real-time agent performance data, and providing a routing recommendation to route the customer to an agent based on the prediction and historical customer data for agents who have not exceeded the predetermined work threshold.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.