公开(公告)号：US20170126891A1

公开(公告)日：2017-05-04

申请号：US15351401

申请日：2016-11-14

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Alex Khodorenko ,  Vladimir Pimtchenkov ,  Sergey B. Belov ,  Yevgeniy Petrovykh ,  Patrick MacKey ,  Arne Stoertenbecker

IPC: H04M3/523 ,  H04M3/51 ,  H04L12/58 ,  H04M3/42 ,  H04L29/08

CPC classification number: H04M3/5232 ,  H04L51/32 ,  H04L67/306 ,  H04L67/325 ,  H04M3/42068 ,  H04M3/5191

Abstract: A method for prioritizing processing of interactions at a contact center, the method including: identifying an interaction to be prioritized for processing; identifying a person associated with the interaction; identifying an influence level of the person associated with the interaction; and prioritizing the interaction for processing based on the influence level of the person associated with the interaction.