Best match interaction set routing
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United States of America Patent
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Feb 20, 2018
Issued Date -
N/A
app pub date -
Nov 19, 2012
filing date -
Nov 19, 2012
priority date (Note) -
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Abstract
A method for routing activities in a contact center to contact center agents includes: concurrently selecting, by a processor, N activities, wherein N is an integer greater than 1; concurrently identifying, by the processor, N contact center agents; identifying, by the processor, one or more sets of preferences associated with the N activities and the N contact center agents; matching, by the processor, the N activities and the N contact center agents based on the one or more sets of preferences; and routing, by the processor, one or more of the N activities to the matched contact center agents.
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