公开(公告)号：US09866695B1

公开(公告)日：2018-01-09

申请号：US15251191

申请日：2016-08-30

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Hardik Modi ,  Nikolay Korolev ,  Herbert Willi Artur Ristock ,  Conor McGann ,  Jeffery Karas ,  Graeme Provan

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5232 ,  H04M3/5175 ,  H04M2203/408

Abstract: A system includes a router to route an interaction by a customer to a contact center. A journey patience value is determined for the customer, where the journey patience value is based on a current journey stage of the customer. An action by the contact center is determined based on the determined journey patience value for the customer. The action is performed by the contact center based on the determined action.

公开(公告)号：US09723151B2

公开(公告)日：2017-08-01

申请号：US14887310

申请日：2015-10-19

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Conor McGann ,  Bharath Aravamudhan ,  Petr Makagon ,  Herbert Willi Artur Ristock ,  Yochai Konig ,  Gregory Duclos ,  Vyacheslav Zhakov ,  Damjan Pelemis

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  G06N5/04 ,  G06Q10/06

CPC classification number: H04M3/5232 ,  G06N5/04 ,  G06N99/00 ,  G06Q10/063112 ,  H04L29/08 ,  H04L67/02 ,  H04L67/18 ,  H04L67/20 ,  H04L67/22 ,  H04L67/306 ,  H04M3/5233 ,  H04M3/5238 ,  H04M2203/40 ,  H04M2203/401

Abstract: A system and method for routing interactions to contact center agents. The system is adapted to concurrently identify a plurality of interactions waiting to be routed, and identify a plurality of candidate agents viable for handling the plurality of interactions. The system is also adapted to calculate a predicted wait time associated with each of the candidate agents. For each agent of the plurality of candidate agents, the system is adapted to estimate an expected value to be obtained by routing each of the plurality of the interaction to the agent. The expected value is a function of the predicted wait time. The system is further adapted to assign each of the plurality of the interactions to one of the plurality of candidate agents based on the estimated reward, and signal a routing device for routing each of the plurality of the interactions to the agent assigned to the interaction.