MECHANISM FOR AVOIDANCE IN A GRAPH BASED CONTACT CENTER
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United States of America Patent
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Issued Date -
Dec 3, 2015
app pub date -
May 29, 2014
filing date -
May 29, 2014
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Abstract
A mechanism for avoidance of one or more resources for work assignment based on nodes and relationships within an attribute tree of a graph based contact center is described along with various methods and mechanisms for administering the same. Avoidance methods are disclosed that allow an administrator to set up a graph database operable to automatically block work assignment to certain resources based on set rules and conditions. The graph database is additionally designed as a learning system that can adapt and respond to changing rules and conditions over time, including historically successful and unsuccessful interactions, attribute changes for customers and agents, and changes in desired results. Agent matching and customer satisfaction are improved with the avoidance of inappropriate or undesirable resources.
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