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:
Jul. 12, 2016
Filed:
Nov. 19, 2012
Genesys Telecommunications Laboratories, Inc., Daly City, CA (US);
Herbert Willi Artur Ristock, Walnut Creek, CA (US);
Vladimir Mezhibovsky, San Francisco, CA (US);
Nikolay Korolev, Concord, CA (US);
Vitaliy Teryoshin, Danville, CA (US);
GENESYS TELECOMMUNICATIONS LABORATORIES, INC., Daly City, CA (US);
Abstract
A method for routing activities in a contact center to contact center agents includes: identifying an activity to be routed to a contact center agent; identifying one or more parameters for handling the activity; identifying one or more contact center agents; retrieving preference settings for the identified one or more contact center agents; routing the activity to one of the identified contact center agents based on the identified one or more parameters and the retrieved preference settings.