公开(公告)号：US20170103360A1

公开(公告)日：2017-04-13

申请号：US14882399

申请日：2015-10-13

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert Willi Artur Ristock ,  Adrian Lee-Kwen ,  David Beilis ,  Christopher Connolly ,  Liyuan Qiao ,  Merijn te Booij ,  James Krautler

IPC: G06Q10/06 ,  H04L29/06 ,  H04L29/08

CPC classification number: G06Q10/063114 ,  G06Q10/063112 ,  H04L67/10 ,  H04L67/12 ,  H04L67/18 ,  H04L67/20 ,  H04L67/28 ,  H04L67/32 ,  H04L67/42

Abstract: Systems and methods are shown for routing task objects to multiple agents that involve receiving and storing real-time sensor data for multiple agents, receiving tasks and, for each task, create a task object representing the task and placing the task object in an input buffer. For each task object in the input buffer, utilize the real-time sensor data to identify one or more of the multiple agents as suitable for assignment to the task, apply a routing strategy to the task object to further select one of the multiple agents identified as suitable for assignment of the task object based on sensor data, and route the task object from the input buffer to a workbin corresponding to the selected agent.

公开(公告)号：US20170104872A1

公开(公告)日：2017-04-13

申请号：US14882405

申请日：2015-10-13

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert Willi Artur Ristock ,  Adrian Lee-Kwen ,  David Beilis ,  Christopher Connolly ,  Liyuan Qiao ,  Merijn te Booij ,  James Krautler

IPC: H04M3/51

CPC classification number: H04M3/523 ,  H04M3/42348 ,  H04M2250/12

Abstract: Systems and methods are shown for routing task objects to multiple agents that involve receiving and storing real-time sensor data for multiple agents, receiving tasks and, for each task, create a task object representing the task and placing the task object in an input buffer. For each task object in the input buffer, utilize the real-time sensor data to identify one or more of the multiple agents as suitable for assignment to the task, apply a routing strategy to the task object to further select one of the multiple agents identified as suitable for assignment of the task object based on sensor data, and route the task object from the input buffer to a workbin corresponding to the selected agent.