Invention Grant
- Patent Title: Best match interaction set routing
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Application No.: US15898476Application Date: 2018-02-17
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Publication No.: US10291781B2Publication Date: 2019-05-14
- Inventor: Vladimir Mezhibovsky , Nikolay Korolev , Vitaliy Teryoshin , Herbert Willi Artur Ristock
- Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Main IPC: H04M3/523
- IPC: H04M3/523 ; H04M3/51

Abstract:
A method for routing activities in a contact center to contact center agents includes: concurrently selecting, by a processor, N activities, wherein N is an integer greater than 1; concurrently identifying, by the processor, N contact center agents; identifying, by the processor, one or more sets of preferences associated with the N activities and the N contact center agents; matching, by the processor, the N activities and the N contact center agents based on the one or more sets of preferences; and routing, by the processor, one or more of the N activities to the matched contact center agents.
Public/Granted literature
- US20180176379A1 BEST MATCH INTERACTION SET ROUTING Public/Granted day:2018-06-21
Information query