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:
Jun. 09, 2020
Filed:
Nov. 13, 2019
Incontact Inc., Sandy, UT (US);
Matthew Lawrence Page, Sandy, UT (US);
Nicholas Ian Terry, Magna, UT (US);
Christopher Garn Seaman, South Jordan, UT (US);
INCONTACT INC., Sandy, UT (US);
Abstract
Methods for routing customers to an agent include receiving a communication from a customer; assigning or retrieving a plurality of mandatory and optional customer attributes; matching the plurality of mandatory and optional customer attributes to a plurality of attributes of available agents; calculating a first affinity score for each available agent that possesses the mandatory customer attributes; determining for each available agent a number of attributes matching the optional customer attributes; ranking the available agents based on the number of matched optional customer attributes; selecting a predetermined number of available agents from the ranked available agents; calculating a second affinity score for each of the selected predetermined number of available agents; combining the first affinity and second affinity score; determining which available agent has the highest combined first affinity and second affinity score; and routing the communication to the available agent having the highest combined score.