Agent rating prediction and routing

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United States of America Patent

PATENT NO 9860380
SERIAL NO

14173610

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ATTORNEY / AGENT: (SPONSORED)

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Abstract

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An agent rating prediction and routing mechanism provided by a contact center communication system for work assignment optimization is described along with various methods and mechanisms for administering the same. The prediction system proposed herein analyzes past agent performance, agent attributes, contact attributes, and customer attributes to calculate an outcome value and to provide a performance prediction for use in work item routing to contact center resources.

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Patent Owner(s)

  • AVAYA INC.

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Davis, Sheldon Guelph, CA 9 138
Shaffer, Shmuel Palo Alto, US 582 21435
Tendick, Patrick Basking Ridge, US 22 220

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