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:
Oct. 03, 2017
Filed:
Aug. 01, 2014
Genesys Telecommunications Laboratories, Inc., Daly City, CA (US);
Todd Hollenberg, Lafayette, CA (US);
Bradley Krug, Colorado Springs, CO (US);
Herbert Willi Artur Ristock, Walnut Creek, CA (US);
Charlotte Toerck, Richardson, TX (US);
Nikolay Korolev, Concord, CA (US);
David H. Anderson, Durham, NC (US);
GENESYS TELECOMMUNICATIONS LABORATORIES, INC., Daly City, CA (US);
Abstract
A system and method for case-based routing as opposed to atomic interaction routing. A processor opens a case in a customer database. The case is associated with a workflow that has steps anticipated to be executed for the case. The processor identifies first and second steps of the workflow, and further identifies an agent with skills for handling the first and second steps. The processor generates a task for handling at least the first step of the workflow, and transmits instructions to route the task to the identified agent.