Invention Grant
- Patent Title: Workload distribution with resource awareness
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Application No.: US13689750Application Date: 2012-11-29
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Publication No.: US09912816B2Publication Date: 2018-03-06
- Inventor: Herbert Willi Artur Ristock , Bob Pigott , Adam Rosen
- Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Applicant Address: US CA Daly City
- Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Current Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Current Assignee Address: US CA Daly City
- Agency: Lewis Roca Rothgerber Christie LLP
- Main IPC: H04M3/00
- IPC: H04M3/00 ; H04M5/00 ; H04M3/523 ; G06Q10/06

Abstract:
A method for workload distribution for a contact center includes identifying a work item for distribution based on an assigned distribution criteria; identifying a target for routing the work item; determining availability of the target; in response to determining that the target is available, transmitting a routing request for the work item to a routing server, and in response to the request, the routing server is configured to independently determine availability of the work item for routing the work item to the target; and in response to determining that the target is not available, refraining from transmitting the routing request for the work item to the routing server.
Public/Granted literature
- US20140146961A1 WORKLOAD DISTRIBUTION WITH RESOURCE AWARENESS Public/Granted day:2014-05-29
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