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. 03, 2018
Filed:
Feb. 06, 2017
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);
MATTERSIGHT CORPORATION, Chicago, IL (US);
Abstract
The methods, apparatus, and systems described herein are designed to route customer communications to the best agent or best available agent. The methods include receiving a customer communication, predicting a demographic profile of the customer associated with the customer communication, monitoring real-time agent performance data and modifying a predetermined work threshold based on the real-time agent performance data, and providing a routing recommendation to route the customer to an agent based on the prediction and historical customer data for agents who have not exceeded the predetermined work threshold.