System and method for selecting agents to improve call routing
AssigneeAvaya Inc.
InventorsDawid Nowak, Tony McCormack
Life of this patent
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Abstract
A call managing computer system for managing at least one communication session in an enterprise is disclosed. The call managing computer system includes a monitoring module for monitoring context of the at least one communication session. The system further includes a strategy generation module for generating the at least one strategy based on the monitored context of the at least one communication session and one or more performance indicators. The system further includes a validation module for validating the at least one generated strategy. The system further includes an agent selection module for executing the at least one validated strategy to select at least one agent for the at least one communication session.
Claims21
A call managing computer system for managing at least one communication session in an enterprise, the system comprising:
- a monitoring module for monitoring context of the at least one communication session;
- a strategy generation module for generating the at least one strategy based on the monitored context of the at least one communication session and one or more performance indicators;
- a validation module for validating the at least one generated strategy;
- and
- an agent selection module for executing the at least one validated strategy to select at least one agent for the at least one communication session.
A computer-implemented method for managing at least one communication session in an enterprise, the method comprising:
- monitoring context of at least one real time communication;
- generating the at least one customer supplied strategy based on the monitored context of the at least one real time communication;
- validating the at least one generated strategy;
- and
- executing the at least one validated strategy to select at least one agent for the at least one communication session.
A call managing computer system for managing at least one communication session in an enterprise, the system comprising:
- a parameter selection module for selecting one or more performance indicators of the at least one communication session;
- a strategy generation module for generating the at least one strategy based on the selected one or more performance indicators;
- a validation module for validating the at least one generated strategy;
- and
- an agent selection module for executing the at least one validated strategy to select at least one agent for the at least one communication session.
Dependencies are inferred from the claim text.