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. 25, 2017
Filed:
Oct. 19, 2015
Genesys Telecommunications Laboratories, Inc., Daly City, CA (US);
Conor McGann, San Carlos, CA (US);
Bharath Aravamudhan, Perungudi, IN;
Petr Makagon, San Francisco, CA (US);
Herbert Willi Artur Ristock, Walnut Creek, CA (US);
Yochai Konig, San Francisco, CA (US);
Gregory Duclos, Thornhill, CA;
Vyacheslav Zhakov, Burlingame, CA (US);
Damjan Pelemis, Toronto, CA;
GENESYS TELECOMMUNICATIONS LABORATORIES, INC., Daly City, CA (US);
Abstract
A system that is adapted to route interactions to contact center agents. More specifically, the system is adapted to identify an interaction to be routed, and identify a group of agents based on one or more constraints for generating one or more candidate agents. The system is also adapted to gather context data surrounding the candidate agents. For each agent of the candidate agents, the system is adapted to estimate an expected value to be obtained by routing the interaction to the agent. The system is further adapted to select a particular agent of the candidate agents based on the estimates, and signal a routing device for routing the interaction to the particular agent.