Selecting a target queue for an electronic communication

Patent metadata

Field	Value
Publication number	US-11818294-B2
Application number	US-202318185553-A
Country	US
Kind code	B2
Filing date	Mar 17, 2023
Priority date	Feb 26, 2021
Publication date	Nov 14, 2023
Grant date	Nov 14, 2023

Abstract

In some implementations, a cloud computing system that executes a function may receive an indication of an electronic communication to occur between a customer and an agent. The cloud computing system that executes the function may determine a classification of the electronic communication based on a first set of rules stored in a database of the cloud computing system and attributes associated with the electronic communication. The cloud computing system that executes the function may select, based on the classification of the electronic communication, a target queue from a plurality of potential queues to be associated with the electronic communication based on a second set of rules stored in the database. The cloud computing system that executes the function may select the agent from a plurality of potential agents for the electronic communication based on an association between the agent and the target queue.

First claim

What is claimed is:

1. A first device, comprising:
one or more memories; and
one or more processors, coupled to the one or more memories, configured to:
determine, based on a first set of rules, and based on receiving an indication associated with initiating communication between a device associated with a customer and another device associated wwith an agent, a classification associated with an objective related to the communication and associated with a feature related to the customer;
select, based on a second set of rules, based on the objective, and based on the feature, a queue, from a plurality of queues, to be associated with the communication;
transmit, to a second device associated with establishing the communication, information associated with an event to occur while the communication is associated with the queue;
select, based on an association between the agent and the queue, the agent from a plurality of agents; and
transmit, to the second device, an instruction to establish the communication between the device associated with the customer and the other device associated with the agent.

2. The first device of claim 1 , wherein selecting the queue is further based on real-time information indicating lengths of the plurality of queues.

3. The first device of claim 1 , wherein the agent is selected based on an agent profile that indicates at least one of:
the association between the agent and the queue,
a skill set associated with the agent, or
information associated with availability of the agent.

4. The first device of claim 1 , wherein a particular process is triggered to execute based on receiving the indication associated with initiating the communication, and
wherein the one or more processors are further configured to:
terminate execution of the particular process based on transmitting the instruction to establish the communication.

5. The first device of claim 1 , wherein the communication is at least one of:
a voice-based communication,
a video-based communication, or
a text-based communication.

6. The first device of claim 1 , wherein the first set of rules and the second set of rules are stored in a database that is external to the second device.

7. The first device of claim 1 , wherein the first device is a cloud computing system, and
wherein the second device is a contact center system.

8. A method, comprising:
determining, by a first device, based on a first set of rules, and based on receiving an indication associated with initiating communication between a device associated with a customer and another device associated with an agent, a classification associated with an objective related to the communication and associated with a feature related to the customer;
selecting, by the first device, based on a second set of rules, based on the objective, and based on the feature, a queue, from a plurality of queues, to be associated with the communication;
transmitting, by the first device, to a second device associated with establishing the communication, information associated with an event to occur while the communication is associated with the queue;
selecting, by the first device and based on an association between the agent and the queue, the agent from a plurality of agents; and
transmitting, by the first device, and to the second device, an instruction to establish the communication between the device associated with the customer and the other device associated with the agent.

9. The method of claim 8 , wherein selecting the queue is further based on real-time information indicating lengths of the plurality of queues.

10. The method of claim 8 , wherein the agent is selected based on an agent profile that indicates at least one of:
the association between the agent and the queue,
a skill set associated with the agent, or
information associated with availability of the agent.

11. The method of claim 8 , wherein a particular process is triggered to execute based on receiving the indication associated with initiating the communication, and
further comprising:
terminating execution of the particular process based on transmitting the instruction to establish the communication.

12. The method of claim 8 , wherein the communication is at least one of:
a voice-based communication,
a video-based communication, or
a text-based communication.

13. The method of claim 8 , wherein the first set of rules and the second set of rules are stored in a database that is external to the second device.

14. The method of claim 8 , wherein the first device is a cloud computing system, and
wherein the second device is a contact center system.

15. A non-transitory computer-readable medium storing a set of instructions, the set of instructions comprising:
one or more instructions that, when executed by one or more processors of a first device, cause the first device to:
determine, based on a first set of rules, and based on receiving an indication associated with initiating communication between a device associated with a customer and another device associated with an agent, a classification associated with an objective related to the communication and associated with a feature related to the customer;
select, based on a second set of rules, based on the objective, and based on the feature, a queue, from a plurality of queues, to be associated with the communication;
transmit, to a second device associated with establishing the communication, information associated with an event to occur while the communication is associated with the queue;
select, based on an association between the agent and the queue, the agent from a plurality of agents; and
transmit, to the second device, an instruction to establish the communication between the device associated with the customer and the other device associated with the agent.

16. The non-transitory computer-readable medium of claim 15 , wherein selecting the queue is further based on real-time information indicating lengths of the plurality of queues.

17. The non-transitory computer-readable medium of claim 15 , wherein the agent is selected based on an agent profile that indicates at least one of:
the association between the agent and the queue,
a skill set associated with the agent, or
information associated with availability of the agent.

18. The non-transitory computer-readable medium of claim 15 , wherein a particular process is triggered to execute based on receiving the indication associated with initiating the communication, and
wherein the one or more instructions, when executed by the one or more processors, further cause the first device to:
terminate execution of the particular process based on transmitting the instruction to establish the communication.

19. The non-transitory computer-readable medium of claim 15 , wherein the first set of rules and the second set of rules are stored in a database that is external to the second device.

20. The non-transitory computer-readable medium of claim 15 , wherein the first device is a cloud computing system, and
wherein the second device is a contact center system.

Assignees

• Capital One Services Llc

Inventors

• Dhandapani Selvakannan
• Bodduluri Srividya
• Deignan Gregory C
• Minner Casey M
• Lindsey Christine H
• Mepperla Narasimhan

Classifications

• H04M3/523 Primary

  with call distribution or queueing · CPC title

• G06F16/906

  Clustering; Classification · CPC title

• G06F16/953

  Querying, e.g. by the use of web search engines · CPC title

• G06Q30/016 Primary

  After-sales · CPC title

• G06Q30/0281

  Customer communication at a business location, e.g. providing product or service information, consulting · CPC title