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Cognitive routing of calls based on derived employee activity

  • US 10,440,183 B1
  • Filed: 06/01/2018
  • Issued: 10/08/2019
  • Est. Priority Date: 06/01/2018
  • Status: Active Grant
First Claim
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1. A computer-implemented method comprising:

  • analyzing, by a computer, respective captured audio and video data related to each of a plurality of agents of an enterprise, each agent associated with a respective mobile device;

    determining, by the computer, a respective current activity in which each agent is engaged based on the agent'"'"'s related captured audio and video data;

    selecting, by the computer, one of the plurality of agents to receive an incoming call based at least in part on the determined respective current activity in which each agent is engaged;

    routing, by the computer, an incoming call to the mobile device associated with the selected one agent; and

    adjusting, by the computer, a frequency of collecting video data for a particular agent based on the respective current activity in which that particular agent is engaged.

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