公开(公告)号：US10681216B2

公开(公告)日：2020-06-09

申请号：US15727480

申请日：2017-10-06

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Ranjeet Saini ,  Partha Pratim Roy ,  Vikas Srivastava

IPC: H04M3/523 ,  H04M3/42

Abstract: Technologies for managing unresolved customer interactions in a support call management system are disclosed, including receiving a support call from a customer; identifying a customer and a support call type; retrieving historical interaction data associated with the customer; determining subsequent to having determined that historical interaction data associated with the customer includes other support calls, whether the other support calls are related to the received support call based in part on the historical interaction data and the support call type; determining whether to transmit the support call to an agent, an expert, or a supervisor as a function of at least one characteristic of the other support calls; and placing the support call into a support call queue as a function of the determination of whether the support call is to be transmitted to one of the agent, the expert, or the supervisor.