Adaptive occupancy real-time predictive routing
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United States of America Patent
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Apr 3, 2018
Issued Date -
N/A
app pub date -
Feb 6, 2017
filing date -
Mar 14, 2013
priority date (Note) -
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Abstract
The methods, apparatus, and systems described herein are designed to route customer communications to the best agent or best available agent. The methods include receiving a customer communication, predicting a demographic profile of the customer associated with the customer communication, monitoring real-time agent performance data and modifying a predetermined work threshold based on the real-time agent performance data, and providing a routing recommendation to route the customer to an agent based on the prediction and historical customer data for agents who have not exceeded the predetermined work threshold.
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