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. 12, 2022
Filed:
Dec. 31, 2019
Incontact Inc., Sandy, UT (US);
Derick Rodney Walburger, South Jordan, UT (US);
INCONTACT INC., Sandy, UT (US);
Abstract
A computerized method for enhancing agent's efficiency in a contact center by orchestrating a multi-agent to multi-contact attribute-based routing while maintaining seamless contact interaction is provided herein. The computerized method receives a request for service and in response may operate an orchestration engine. The orchestration engine derives contact related information from the communication channel to yield at least one contact attribute and according to a preconfigured set of rules and the agent's availability state, perform attribute-based routing of the request for service to one or more agents and designate a primary agent to handle the request for service and one or more agents as secondary agents. once an interaction between the one or more agents and the contact has commenced the computerized method sends information related to the handled request to the one or more designated secondary agents' and enable them to participate in the interaction via a display.