Invention Grant
- Patent Title: Mechanism for work assignment in a graph-based contact center
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Application No.: US15928487Application Date: 2018-03-22
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Publication No.: US10313526B2Publication Date: 2019-06-04
- Inventor: Robert C. Steiner , Wen-Hua Ju
- Applicant: Avaya Inc.
- Applicant Address: US CA Santa Clara
- Assignee: Avaya Inc.
- Current Assignee: Avaya Inc.
- Current Assignee Address: US CA Santa Clara
- Agency: Sheridan Ross P.C.
- Main IPC: H04M3/523
- IPC: H04M3/523 ; H04M3/51 ; G06Q30/00 ; H04M3/493
Abstract:
A graph database is described for use in connection with a contact center. The graph database includes a plurality of nodes and relationships that describe the operations, entities, personnel, and attributes in the contact center. Also described is the operation of a work assignment engine that leverages the graph database to make intelligent and flexible work assignment decisions.
Public/Granted literature
- US20180213087A1 MECHANISM FOR WORK ASSIGNMENT IN A GRAPH-BASED CONTACT CENTER Public/Granted day:2018-07-26
Information query
