# US 10,122,859 B2 · System and method for managing resource selection in an enterprise > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 10,122,859 B2 - Document ID: US10122859B2 - Status: Granted - Kind: B2 - Application number: 14/572,012 - Filed: 2014-12-16 - Published: 2016-06-16 - Granted: 2018-11-06 - Earliest claimed: 2014-12-16 - Assignees: Avaya Inc. - Applicants: Avaya Inc. - Inventors: Paul D'Arcy; Neil O'Connor; John McGreevy - Web page: https://patentgrep.com/patent/US10122859B2 ## CPC - H04M 3/5232: {Call distribution algorithms} - G06Q 10/063112: {Skill-based matching of a person or a group to a task} - G06Q 30/016: After-sales - H04M 3/5175: {Call or contact centers supervision arrangements} - H04M 2203/402: Agent or workforce management - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) - G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR ## Abstract A resource selection computing system for selecting at least one resource for one or more communication sessions in an enterprise is disclosed. The resource selection computing system includes a monitoring module for monitoring one or parameters associated with at least one communication session from at least one customer. The system further includes a database for storing the one or more monitored parameters. The system further includes a computation module for computing at least one connection score for the at least one customer with each of a plurality of resources based on the one or more stored parameters. The system further includes a resource selection module for selecting the at least one resource from the plurality of resources based on the at least one computed connection score. ## Claims ### Claim 1 A resource selection computing system for selecting at least one resource for one or more communication sessions in an enterprise, the system comprising: a server comprising a processor and a memory storing software instructions, the processor coupled to the memory executes the software instructions to: monitor one or more parameters associated with at least one communication session from at least one customer, wherein a database stores the one or more monitored parameters; compute at least one connection score for the at least one customer with each of a plurality of resources based on a degree of separation between the at least one customer and each of the plurality of resources, determine the degree of separation between a first customer and a resource, wherein the degree of separation is determined to be one, when a second customer is a common friend of the first customer and the resource; select the at least one resource from the plurality of resources based on the at least one computed connection score and route the at least one communication session to the at least one selected resource. ### Claim 2 (depends on 1) The system of claim 1, wherein the processor further executes the software instructions to extract keywords from the one or more monitored parameters of the communication session. ### Claim 3 (depends on 1) The system of claim 1, wherein the processor further executes the software instructions to query one or more social networking websites for retrieving one or more profiles associated with each of the plurality of resources and one or more profiles associated with the at least one customer. ### Claim 4 (depends on 1) The system of claim 1, wherein the processor further executes the software instructions to further compute the at least one connection score based on a percent possibility that the first customer and the second customer work in the same industry. ### Claim 5 (depends on 1) The system of claim 1, wherein the processor further executes the software instructions to compute the at least one connection score based on predefined set of rules. ### Claim 6 (depends on 1) The system of claim 1, wherein the processor further executes the software instructions to determine at least one state of the at least one selected resource and routes the at least one communication session to the at least one selected resource based on the at least one determined state. ### Claim 7 (depends on 1) The system of claim 1, further computes the at least one connection score based on a strength of link comprising at least one of a number of voice conversations between a customer and a resource, a number of communication sessions associated with a customer transferred to a resource, or a number of email conversations between a customer and a resource. ### Claim 8 (depends on 1) The system of claim 1, wherein the processor further executes the software instructions to further compute the at least one connection score based on a percent possibility that the first customer and the second customer work in the same organization. ### Claim 9 A computer-implemented method for selecting at least one resource for one or more communication sessions in an enterprise, the method comprising: monitoring one or more parameters of at least one communication session from at least one customer; storing the one or more monitored parameters in one or more databases; computing by a processor at least one connection score for the at least one customer with each of a plurality of resources based on a degree of separation between the at least one, customer and each of the plurality of resources, determine the degree of separation between a first customer and a resource, wherein the degree of separation is determined to be one, when a second customer is a common friend of the first customer and the resource; selecting at least one resource from the plurality of resources based on the at least one computed connection score; and routing the at least one communication session to the at least one selected resource. ### Claim 10 (depends on 9) The method of claim 9, further extracts keywords from the one or more monitored parameters of the communication session. ### Claim 11 (depends on 9) The method of claim 9, further queries one or more social networking websites for retrieving one or more profiles associated with each of the plurality of resources and one or more profiles associated with the at least one customer. ### Claim 12 (depends on 9) The method of claim 9, further computes the at least one connection score based on a percent possibility that the first customer and the second customer work in the same industry. ### Claim 13 (depends on 9) The method of claim 9, further computes the at least one connection score based on predefined set of rules. ### Claim 14 (depends on 9) The method of claim 9, further determines at least one state of the at least selected resource and routes the at least one communication session to the at least one selected resource based on the at least one determined state. ### Claim 15 (depends on 9) The method of claim 9, further computes the at least one connection score based on a strength of link comprising at least one of a number of voice conversations between a customer and a resource, a number of communication sessions associated with a customer transferred to a resource, or a number of email conversations between a customer and a resource. ### Claim 16 A computer-implemented method for routing at least one communication session to at least one resource in an enterprise, the method comprising: monitoring one or more parameters of the at least one communication session from at least one customer; storing the one or more monitored parameters in one or more databases; computing by a processor at least one connection score for the at least one customer with each of a plurality of resources based on a degree of separation between the at least one customer and each resource, determine the degree of separation between a first customer and a resource, wherein the degree of separation is determined to be one, when a second customer is a common friend of the first customer and the resource; selecting at least one resource from the plurality of resources based on the at least one computed connection score; and routing the at least one communication session to the at least one selected resource. ### Claim 17 (depends on 16) The method of claim 16, further extracts keywords from the one or more monitored parameters of the communication session. ### Claim 18 (depends on 16) The method of claim 16, further computes the at least one connection score based on a percent possibility that the first customer and the second customer work in the same industry. ### Claim 19 (depends on 16) The method of claim 16, further computes the at least one connection score based on a strength of link comprising at least one of a number of voice conversations between a customer and a resource, a number of communication sessions associated with a customer transferred to a resource, or a number of email conversations between a customer and a resource.