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:
May. 30, 2017
Filed:
Jul. 15, 2016
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 dynamic occupancy routing decisions. The methods include predicting a likelihood, based on day or time of day, that a customer having a retrieved or predicted profile is expected to initiate a customer communication; receiving, by one or more processors, the customer communication; providing a list of currently available agents and expected available agents, wherein the currently available agents are selected by excluding agents that (i) exceed a predetermined work threshold; and (ii) have exceeded a predetermined occupancy level; providing a routing recommendation to a communication distributor based on the predicted likelihood that the customer will initiate the customer communication on a day or at a time of day, and currently available agents' and expected available agents' proficiency at handling customers with the retrieved or predicted profile; and routing the customer communication via the communication distributor to an agent based on the recommendation.