Invention Grant
- Patent Title: Selective mapping of callers in a call center routing system
-
Application No.: US15952843Application Date: 2018-04-13
-
Publication No.: US10320986B2Publication 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: H04M3/00
- IPC: H04M3/00 ; H04M3/523 ; H04M3/51
Abstract:
Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including associating an outcome of an interaction between a contact and an agent with an identification of a matching strategy used for matching the contact with the agent.
Public/Granted literature
- US20180234546A1 SELECTIVE MAPPING OF CALLERS IN A CALL CENTER ROUTING SYSTEM Public/Granted day:2018-08-16
Information query
