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:
Nov. 08, 2022
Filed:
Jan. 28, 2022
Gladly Software, Inc., San Francisco, CA (US);
Bruno Bergher, San Francisco, CA (US);
Michael Hicks, Oakland, CA (US);
Ramon Novales, Walnut, CA (US);
So Eun Park, San Francisco, CA (US);
Aleksey Tsibulya, San Rafael, CA (US);
Kuan Jen Wang, San Francisco, CA (US);
Jeffrey Zych, San Francisco, CA (US);
GLADLY SOFTWARE, INC., San Francisco, CA (US);
Abstract
Systems and methods for flexible and extensible contact center routing are disclosed. Incoming communications are received at a contact center from one or more customers. A pairing score is determined for each agent capable of servicing the incoming communications for each of the one or more customers based on customer attributes and/or agent attributes that are adjustable and extensible. An incoming communication is routed from a customer to an agent having a highest pairing score with the customer. The incoming communication can be routed on a first communication channel and then switched over to a second communication channel. The first communication channel and second communication channel can be different types of communication channels.