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. 19, 2016
Filed:
Jul. 07, 2015
Mattersight Corporation, Chicago, IL (US);
Kelly Conway, Lake Bluff, IL (US);
David Gustafson, Lake Bluff, IL (US);
Douglas Brown, Austin, TX (US);
Michael Glen Gates, Lakeway, TX (US);
William Duane Skeen, Austin, TX (US);
Brendan Joyce, Chicago, IL (US);
Christopher Danson, Austin, TX (US);
Mattersight Corporation, Chicago, IL (US);
Abstract
The methods, apparatus, and systems described herein facilitate optimizing routing decisions. The methods include retrieving and/or predicting a profile of a current customer and future customers, determining which agents are currently available and which agents are expected to be available, and providing a routing recommendation based on the profile retrieval or prediction for the current customer and the future customers, and the currently available agents' and expected available agents' proficiency at handling customers with the retrieved and/or predicted profiles.