Configurable cloud-based routing

• US 9,860,124 B2
• Filed: 02/24/2015
• Issued: 01/02/2018
• 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
• Primary Examiner(s): WINDER, PATRICE L
• Application Number:
  US14/629,493
• Publication Number:
  US 20150288564A1
• Time in Patent Office: 1,043 Days
• 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, the interactive software enabling a user to configure and dynamically change a set of routing rules;

wherein each routing rule of the set of routing rules comprise at least one skill of a plurality of skills;

wherein the configuration server associates a threshold to each skill of the plurality of skills, the plurality of skills associated to the plurality of external resources;

wherein the threshold determines a time-to-live after which the associated skill may be removed from an interaction to broaden a scope of resources of an associated routing rule of the set of routing rules;

wherein the database stores the routing rules for future use,

wherein the work router receives communication from a client software application via a packet data network, the information pertaining to a work task to be performed, and

wherein the work router selects a specific external resource to perform the work task using the routing rules and sends data pertaining to the work task to the specific selected external resource; and

wherein the work router adapts its routing selections based at least on dynamic changes in the routing rules and based on associated thresholds associated to the skills of the routing rules.

2. A method for providing adaptive cloud-based work routing, comprising the steps of:

(a) configuring routing rules using a network-connected computing machine comprising a processor and a memory and a plurality of programming instructions stored in the memory and operating on the processor and configured to provide interactive software for management of system behavior and operation, the interactive software enabling a user to configure and dynamically change a set of routing rules;

(a2) associating a threshold to each skill of the plurality of skills, the plurality of skills associated to external resources;

(b) receiving data from the external resources pertaining to a work task to be performed;

(c) processing, using a network-connected computing machine comprising a processor and a memory and a plurality of programming instructions stored in the memory and operating on the processor and configured to provide an adaptive work router;

(d) selecting an external resource to perform the work task according to the routing rules;

(e) sending data pertaining to the work task to the selected external resources based at least in part on the processing; and

(f) receiving dynamic changes to the routing rules and adapting routing selections of the work router based at least on the dynamic changes to the routing rules and based on associated thresholds associated to the skills of the routing rules.