Invention Grant
US09392115B2 System and method for contact center activity routing based on agent preferences
有权
基于代理偏好的联络中心活动路由的系统和方法
- Patent Title: System and method for contact center activity routing based on agent preferences
- Patent Title (中): 基于代理偏好的联络中心活动路由的系统和方法
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Application No.: US13681420Application Date: 2012-11-19
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Publication No.: US09392115B2Publication Date: 2016-07-12
- Inventor: Herbert Willi Artur Ristock , Vladimir Mezhibovsky , Nikolay Korolev , Vitaliy Teryoshin
- Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Applicant Address: US CA Daly City
- Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Current Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Current Assignee Address: US CA Daly City
- Agency: Lewis Roca Rothgerber Christie LLP
- Main IPC: H04M3/00
- IPC: H04M3/00 ; H04M5/00 ; H04M3/523
Abstract:
A method for routing activities in a contact center to contact center agents includes: identifying an activity to be routed to a contact center agent; identifying one or more parameters for handling the activity; identifying one or more contact center agents; retrieving preference settings for the identified one or more contact center agents; routing the activity to one of the identified contact center agents based on the identified one or more parameters and the retrieved preference settings.
Public/Granted literature
- US20140140495A1 SYSTEM AND METHOD FOR CONTACT CENTER ACTIVITY ROUTING BASED ON AGENT PREFERENCES Public/Granted day:2014-05-22
Information query
