The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Apr. 07, 2020
Filed:
Aug. 27, 2019
Noble Systems Corporation, Atlanta, GA (US);
Michael L. Howard, Austin, TX (US);
Noble Systems Corporation, Atlanta, GA (US);
Abstract
Various embodiments of the invention provide methods, systems, and computer program products for routing a communication involving a party in a contact center. Specifically, a treatment is selected for the communication. The selected treatment includes a plurality of range intervals in which each interval includes a value range and has agents assigned to the range interval from a plurality of agents who handle communications placed in the treatment. A communication value is determined for the communication that defines an expected payback from applying the treatment to the communication and a particular range interval is identified based on the communication value being within the value range for the interval. A target agent is then identified from the agents assigned to the particular range interval based on a matchup score for the agent. Here, the matchup score provides a measure of how well the agent is matched to the remote party.