Invention Grant
- Patent Title: Workload distribution with resource awareness
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Application No.: US15912434Application Date: 2018-03-05
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Publication No.: US10298766B2Publication Date: 2019-05-21
- Inventor: Herbert Willi Artur Ristock , Bob Pigott , Adam Rosen
- Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Main IPC: H04M3/00
- IPC: H04M3/00 ; H04M5/00 ; H04M3/523 ; G06Q10/06

Abstract:
A method for workload distribution for a contact center includes identifying a work item for distribution based on an assigned distribution criteria; identifying a target for routing the work item; determining availability of the target; in response to determining that the target is available, transmitting a routing request for the work item to a routing server, and in response to the request, the routing server is configured to independently determine availability of the work item for routing the work item to the target; and in response to determining that the target is not available, refraining from transmitting the routing request for the work item to the routing server.
Public/Granted literature
- US20180198917A1 WORKLOAD DISTRIBUTION WITH RESOURCE AWARENESS Public/Granted day:2018-07-12
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