System for routing interactions using bio-performance attributes of persons as dynamic input

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United States of America Patent

PATENT NO 10477026
APP PUB NO 20180041637A1
SERIAL NO

15785090

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Abstract

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A system for routing an interaction has a queue for staging the interaction, a router running a routing strategy for routing the interaction, and a number of object models maintained for a number of agents, the object models defining one or more agent skills, the values of the object models dynamically affected by real-time bio-metrics of the agents obtained through ongoing monitoring of voice and input actions of the agents. The routing strategy routes the interaction based on comparison of the dynamically-affected skill values of the agents, as evidenced in the object models.

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Saushkin, Oleg Olegovich Moscow, RU 4 16

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