SYSTEM AND METHOD FOR INTELLIGENT TASK MANAGEMENT AND ROUTING

• US 20160378569A1
• Filed: 06/29/2015
• Published: 12/29/2016
• Est. Priority Date: 06/29/2015
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Ristock, Herbert Willi Artur, Placiakis, Vidas, Teryoshin, Vitaliy, Korolev, Nikolay I., Petrovykh, Yevgeniy, Nitin, Anand Pai Krishnanand
• Granted Patent: US 9,823,949 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06F 9/5083 Techniques for rebalancing the load in a distributed system
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 10/06316 Sequencing of tasks or work
• CPC Class Codes: H04M 2201/40 using speech recognition
• CPC Class Codes: H04M 2203/2038 Call context notifications
• CPC Class Codes: H04M 2203/556 Statistical analysis and interpretation
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

Systems and methods are shown for routing task objects to multiple agents that involve analyzing content of each task object in an input buffer to determine a classification relevant to the content of the task object that is added to task object metadata, which is placed in a second buffer. Objects in the second buffer are analyzed and the classification in the object metadata used to search workforce management data representing agent characteristics to identify agents who match the classification. A routing strategy is applied to the object to select an agent and the object is routed to the agent'"'"'s workbin. Another aspect involves organizing workbin tasks objects by priority, according to recent system conditions excluding objects that cannot presently be processed based on a workflow strategy or status data and presenting remaining objects based on order of priority, or re-arranging objects between workbins based on recent status info.

Claims