Invention Grant
- Patent Title: Mechanism for creation and utilization of an attribute tree in a contact center
- Patent Title (中): 在联络中心创建和利用属性树的机制
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Application No.: US14290650Application Date: 2014-05-29
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Publication No.: US09569751B2Publication Date: 2017-02-14
- 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: H04M3/00
- IPC: H04M3/00 ; G06Q10/10 ; G06F7/00
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 included in the graph database is an attribute tree that enables a work assignment engine in the contact center to make proximity-based work assignment decisions.
Public/Granted literature
- US20150350431A1 MECHANISM FOR CREATION AND UTILIZATION OF AN ATTRIBUTE TREE IN A CONTACT CENTER Public/Granted day:2015-12-03
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