SYSTEM AND METHOD FOR COMMUNICATION ROUTING

• US 20150139417A1
• Filed: 11/18/2013
• Published: 05/21/2015
• Est. Priority Date: 11/18/2013
• Status: Abandoned Application

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Interactive Intelligence Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Brown, Donald E., Gagle, Michael D., Buis, Jeroen, Hynes, Ronald T. Jr., Swartz, Jeffrey H.
• Application Number:
  US14/082,844
• Publication Number:
  US 20150139417A1
• Time in Patent Office: Days
• US Class Current: 379/266.01
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

A system and method are presented for communication routing. Communications may be routed into a queue based on criteria. A communication may be assigned to a distribution ring and a determination may be made as to whether there is an availability of resources to handle the communication. A communication may be re-routed if it cannot be handled to a new group. Re-routing may be based on criteria such as time delay, non-time based criteria such as skills, and environmental criteria, to name a few. Re-routing may continue until a communication is handled. The routing design may resemble concentric circles where the center represents the most desirable pool of handlers and each incremental ring represents the iterative expansion sets of agents.

Claims

1. A method for distributing communications in an automatic communication distribution system comprising the steps of:

a. routing a communication into a queue;

b. assigning said communication to a distribution ring of resources;

c. determining an availability of resources to handle said communication in said distribution ring, wherein said determining examines whether criteria have been met by the communication to exit the distribution ring; and

d. re-routing said communication to a new distribution ring of resources if said distribution ring of resources cannot handle said communication.

2. The method of claim 1, wherein steps c) and d) are repeated until a communication is handled.

3. The method of claim 1, wherein the step of routing and the step of re-routing are performed according to pre-defined criteria.

4. The method of claim 1, wherein the step of routing and the step of re-routing are performed according to a time limit criteria.

5. The method of claim 1, wherein the step of routing and the step of re-routing are performed according to a non-time limit criteria.

6. The non-time limit criteria of claim 5, wherein said non-time limit criteria is environmental.

7. The environmental criteria of claim 6, wherein said environmental criteria is based on at least one of service level and abandon rate.

8. The non-time limit criteria of claim 5, wherein said non-time limit criteria further comprises a communication received at a specified time of day which is automatically routed to a new distribution ring.

9. The communication of claim 1, wherein said communication comprises a telephone call.

10. The queue of claim 1, wherein said queue comprises one or more levels of resources to handle a communication that are capable of being expanding into sequentially.

11. The queue of claim 1, wherein said queue is designated according to a media type.

12. The queue of claim 1, wherein said queue is designated as at least one of:

a call, a chat, an email, a call back, a generic object, an SMS, and a workflow.

13. The method of claim 1, wherein step (b) further comprises the step of examining a criteria assigned to a distribution ring.

14. The criteria of claim 13, wherein said criteria are designated by a user as skills.

15. The criteria of claim 13, wherein said criteria are designated by a user as skill categories.

16. The method of claim 1, wherein the step of routing and the step of re-routing are performed according to at least one of:

groups of users and routing behavior variables for resource preferred routing.

17. The method of claim 2, wherein routing to said new distribution rings occurs sequentially.

18. A system for distributing communications in an automatic communication distribution system comprising:

a. means for routing a communication into a queue;

b. means for assigning said communication to a distribution ring of resources;

c. means for determining an availability of resources to handle said communication in said distribution ring, wherein said determining examines whether criteria have been met by the communication to exit the distribution ring; and

d. means for re-routing said communication to a distribution ring of resources if said resources cannot handle said communication after said routing until said communication can be handled.

19. The queue of claim 18, wherein said queue comprises media queues wherein said media queues are referred to as one or more of:

media types and a name of a distribution queue.

20. The system of claim 18, wherein said system further comprises a means for a user to switch between configurations of different media types.

21. A method for distributing communications in an automatic communication distribution system comprising the steps of:

a. routing a communication into a queue;

b. assigning said communication to a distribution ring of resources;

c. determining an availability of resources to handle said communication, wherein said determining examines whether criteria have been met by the communication to exit the distribution ring;

d. re-routing said communication to a different distribution ring of resources if said resources cannot handle said communication after said routing; and

e. continually re-routing said communication to a different distribution ring of resources until said communication is handled.

22. The method of claim 21, wherein the steps of routing and re-routing are performed according to pre-defined criteria.

23. The method of claim 21, wherein the steps of routing and re-routing are performed according to a time limit criteria.

24. The method of claim 21, wherein said routing and re-routing is performed according to a non-time limit criteria.

25. The non-time limit criteria of claim 24, wherein said non-time limit criteria is environmental.

26. The environmental criteria of claim 25, wherein said environmental criteria is based on at least one of service level and abandon rate.

27. The non-time limit criteria of claim 24, wherein said non-time limit criteria further comprises a communication received at a specified time of day which is automatically routed to a new distribution ring.

28. The method of claim 21, wherein the routing to said different distribution ring occurs sequentially.

29. The communication of claim 21, wherein said communication comprises a telephone call.

30. The queue of claim 21, wherein said queue comprises one or more levels of resources to handle a communication that are capable of being expanding into sequentially.

31. The queue of claim 21, wherein said queue is designated according to a media type.

32. The queue of claim 21, wherein said queue is designated as at least one of:

a call, a chat, an email, a call back, a generic object, an SMS, and a workflow.

33. The method of claim 21, wherein step (b) further comprises the step of examining a criteria assigned to a distribution ring.

34. The criteria of claim 33, wherein said criteria are designated by a user as skills.

35. The criteria of claim 33, wherein said criteria are designated by a user as skill categories.

36. The method of claim 21, wherein the steps of routing and re-routing are performed according to at least one of:

groups of users and routing behavior variables for resource preferred routing.