CONFIGURABLE CLOUD-BASED ROUTING

• US 20150288564A1
• Filed: 02/24/2015
• Published: 10/08/2015
• Est. Priority Date: 04/02/2014
• Status: Active Grant

• Current Assignee: Teletech Holdings Incorporated
• Original Assignee: Aria Solutions Inc. (TTEC Holdings, Inc.)
• Inventors: Peloski, Paul
• Granted Patent: US 9,860,124 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: H04L 41/0253 using browsers or web-pages for accessing management information
• CPC Class Codes: H04L 41/0816 the condition being an adaptation, e.g. in response to network events
• CPC Class Codes: H04L 67/10 in which an application is distributed across nodes in the network software deployment G06F8/60; multiprogramming arrangements G06F9/46
• CPC Class Codes: H04L 67/1001 for accessing one among a plurality of replicated servers
• CPC Class Codes: H04L 67/1012 based on compliance of requirements or conditions with available server resources

Abstract

A system for adaptive cloud-based work routing comprising a work router for assigning work tasks and a routing configuration server for configuring operation or monitoring performance of a work router, and a graphical user interface for configuration of a cloud-based work router.

Claims

1. A system for adaptive cloud-based work routing, comprising:

a network-connected computing machine comprising a work router,

a network-connected computing machine comprising a configuration server,

a network-connected computing machine comprising a database, and

a plurality of external resources;

wherein the configuration server provides interactive software for management of system behavior and operation,

wherein the database stores configuration information for future use,

wherein the work router receives communication from the external resources, and

wherein the work router sends data to the external resources.

2. The system of claim 1, further wherein the interactive software for management of system behavior and operation is an interactive software-based configuration interface for a human user to interact with and configure the operation of the system.

3. The system of claim 2, wherein the configuration interface receives user interaction and manipulates routing behavior for specified work items based at least in part on the user interaction.

4. The system of claim 3, wherein the configuration interface comprises a plurality of interactive on-screen elements that receive user interaction and perform predefined actions based at least in part on the user interaction.

5. The system of claim 4, wherein the interactive elements comprise a plurality of buttons that perform preconfigured instantaneous actions.

6. The system of claim 4, wherein the interactive elements comprise a plurality of selectable menu items that correspond to preconfigured routing behaviors.