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Systems and methods for routing a contact to an agent in a contact center

  • US 9,288,326 B2
  • Filed: 05/01/2015
  • Issued: 03/15/2016
  • Est. Priority Date: 01/28/2008
  • Status: Active Grant
First Claim
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1. A method for handling contacts and agents in a contact center system comprising:

  • determining, by at least one computer processor, a first contact grade and a first connection priority for a first contact in a queue of contacts;

    determining, by the at least one computer processor, a second contact grade and a second connection priority for a second contact in the queue of contacts, wherein the second connection priority is higher than the first connection priority;

    determining, by the at least one computer processor, a first agent grade for a first agent;

    matching, by the at least one computer processor, the first contact and the first agent based on a comparison of the first contact grade with the first agent grade;

    increasing, by the at least one computer processor, the first connection priority of the first contact to be higher than the second connection priority of the second contact based on the comparison; and

    connecting, by the at least one computer processor, the first contact to the first agent within the contact center system;

    wherein connecting the first contact to the first agent increases an expected performance of the contact center system.

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