System and method for data management and task routing based on data tagging
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United States of America Patent
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Jul 9, 2019
Grant Date -
Nov 30, 2017
app pub date -
May 31, 2016
filing date -
May 31, 2016
priority date (Note) -
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status (Latency Note)
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Abstract
Systems and methods are shown for managing call center data in accordance with one or more sets of compliance rules involving receiving data pertaining to an interaction, determining a set of compliance rules relevant to the received data, tagging the received data to identify the relevant set of compliance rules, and utilizing the data tagging, applying the relevant set of compliance rules to handling the received data. Examples also involve receiving an interaction request, obtaining the data tagging for data corresponding to the received interaction request, using the data tagging for the data corresponding to the received interaction request to obtain the corresponding relevant set of compliance rules, using the corresponding set of compliance rules to identify agents eligible to access the data corresponding to the received interaction request, and routing the received interaction request to one of the eligible agents based on a defined routing strategy.
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