Invention Grant
- Patent Title: Techniques for L3 pairing in a contact center system
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Application No.: US15395505Application Date: 2016-12-30
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Publication No.: US10320984B2Publication Date: 2019-06-11
- Inventor: Zia Chishti
- Applicant: Afiniti Europe Technologies Limited
- Applicant Address: GB Cheshire
- Assignee: Afiniti Europe Technologies Limited
- Current Assignee: Afiniti Europe Technologies Limited
- Current Assignee Address: GB Cheshire
- Agency: Wilmer Cutler Pickering Hale and Dorr LLP
- Main IPC: H04M3/523
- IPC: H04M3/523

Abstract:
Techniques for L3 pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for L3 pairing in a contact center system comprising identifying a first contact, identifying a first agent available for assignment to the first contact, comparing information about the first contact with information about the first agent, and postponing, by a first period of delay, assignment of the first agent and assignment of the first contact based on the comparison.
Public/Granted literature
- US20180191904A1 TECHNIQUES FOR L3 PAIRING IN A CONTACT CENTER SYSTEM Public/Granted day:2018-07-05
Information query