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Mechanism for work assignment in a graph-based contact center

  • US 10,313,526 B2
  • Filed: 03/22/2018
  • Issued: 06/04/2019
  • Est. Priority Date: 05/29/2014
  • Status: Active Grant
First Claim
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1. A method, comprising:

  • receiving, by a server of a contact center, a contact in a contact center;

    updating, by the server of the contact center, a node in a graph database that is representative of the contact, the graph database representing a model of the contact center and comprising a plurality of nodes and at least one edge object between two or more nodes of the plurality of nodes, the at least one edge object defining at least one relationship between the two or more nodes, wherein the plurality of nodes represents work items of the contact center and resources of the contact center;

    identifying, by the server of the contact center, one or more processing requirements associated with the contact;

    searching, by the server of the contact center, the graph database for a resource node that possesses an attribute which satisfies or nearly satisfies the one or more processing requirements associated with the contact; and

    in response to identifying the resource node, updating, by the server of the contact center, the graph database to signify that the resource node satisfies or nearly satisfies the one or more processing requirements.

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