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:
Jun. 05, 2018
Filed:
Dec. 31, 2014
Genesys Telecommunications Laboratories, Inc., Daly City, CA (US);
Ahmed Tewfik Bouzid, McClean, VA (US);
Pawel Harasimiuk, Chantilly, VA (US);
Aaron Wellman, Annandale, VA (US);
Praphul Kumar, Falls Church, VA (US);
Herbert Willi Artur Ristock, Walnut Creek, CA (US);
GENESYS TELECOMMUNICATIONS LABORATORIES, INC., Daly City, CA (US);
Abstract
In a method for managing customer interactions for a customer contact center, the method includes: receiving, by a processor, information on an interaction to be routed; identifying, by the processor, a context associated with the interaction; receiving, by the processor, first proximity information relating to a proximity between an electronic device and a first proximity device; adjusting, by the processor, a proficiency level of an agent corresponding to the context associated with the interaction to a first value in response to the receiving of the first proximity information; determining, by the processor, whether or not the agent is qualified to handle the interaction based on the proficiency level; and transmitting, by the processor, a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency level.