System for Facilitating Loosely Configured Service Worker Groups in a Dynamic Call Center Environment
US-2015312413-A1 · Oct 29, 2015 · US
Optimized predictive routing and methods
US9106748B2 · US · B2
| Field | Value |
|---|---|
| Publication number | US-9106748-B2 |
| Application number | US-201313903559-A |
| Country | US |
| Kind code | B2 |
| Filing date | May 28, 2013 |
| Priority date | May 28, 2013 |
| Publication date | Aug 11, 2015 |
| Grant date | Aug 11, 2015 |
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Abstract
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The methods, apparatus, and systems described herein facilitate optimizing routing decisions. The methods include retrieving and/or predicting a profile of a current customer and future customers, determining which agents are currently available and which agents are expected to be available, and providing a routing recommendation based on the profile retrieval or prediction for the current customer and the future customers, and the currently available agents' and expected available agents' proficiency at handling customers with the retrieved and/or predicted profiles.
First claim
Opening claim text (preview).
What is claimed is: 1. A system configured to optimize the routing of incoming customer communications, comprising: a node comprising a processor and a non-transitory computer readable medium operably coupled thereto, the non-transitory computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, where the plurality of instructions comprises: instructions, that when executed, receive a cu…
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Electricity · mapped topic
Electricity · mapped topic
Electricity · mapped topic
- H04M3/5233Primary
Electricity · mapped topic
Electricity · mapped topic
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- What does patent US9106748B2 cover?
- The methods, apparatus, and systems described herein facilitate optimizing routing decisions. The methods include retrieving and/or predicting a profile of a current customer and future customers, determining which agents are currently available and which agents are expected to be available, and providing a routing recommendation based on the profile retrieval or prediction for the current cust…
- Who is the assignee on this patent?
- Mattersight Corp
- What technology area does this patent fall under?
- Primary CPC classification H04M3/5233. Mapped technology areas include Electricity.
- When was this patent published?
- Publication date Tue Aug 11 2015 00:00:00 GMT+0000 (Coordinated Universal Time) (B2). Legal status and post-grant events are not shown on this page.
- What related patents are in patentsdb?
- We list 8 related publications on this page (citations in our corpus or others sharing the same primary CPC).