# US 2021/0243302 A1 · System and method for projective channel hopping

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- Number: US 2021/0243302 A1
- Document ID: US20210243302A1
- Status: Published application
- Kind: A1
- Application number: 17/238,112
- Filed: 2021-04-22
- Published: 2021-08-05
- Earliest claimed: 2017-12-18
- Assignees: Verint Americas Inc.
- Applicants: Verint Americas Inc.
- Inventors: Stephen McSwiggan
- Web page: https://patentgrep.com/patent/US20210243302A1

## CPC

- H04M 3/5141: {Details of processing calls and other types of contacts in an unified manner (unified messaging in packet-switching networks H04L51/56)}
- G06Q 30/016: After-sales
- H04M 3/5166: {in combination with interactive voice response systems or voice portals, e.g. as front-ends}
- H04M 3/5191: {interacting with the Internet}
- H04M 3/5238: {with waiting time or load prediction arrangements}
- 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

The present invention is a system and method for projective channel hopping within a customer engagement center (CEC) system. The CEC system receives a customer through a system entry point and receives, from the customer, a communication in a current customer service representative (CSR) channel in the CEC system. The CEC system assesses its ability to connect the customer with a CSR on the current CSR channel using a smart routing engine (SRE), which also assesses its current ability to connect the customer with a CSR on other equivalent CSR channels. Using the SRE, the CEC system compares its ability to connect the customer with a CSR on current and equivalent CSR channels to determine if the customer should remain on their current CSR channel or transfer to a new one. In the latter case, the CEC system offers the customer a chance to change channels or remain on their current channel.

## Claims

### Claim 1

A method for projective channel hopping, comprising:
receiving a communication in a current customer service representative (CSR) channel;
assessing an ability to connect the communication with a CSR on all eligible CSR channels;
determining one of the plurality of eligible CSR channels with the highest ability to connect the communication with a CSR;
establishing after a predetermined amount of time, that the communication has not been automatedly connected to the CSR;
performing the above assessing and determining steps again after the predetermined amount of time; and
automatedly retaining the communication on the current CSR channel if it is determined the current CSR channel still has the highest ability to connect the communication with a CSR.

### Claim 2 (depends on 1)

The method of claim 1, wherein the communication is received from a customer through a system entry point for a customer engagement center (CEC).

### Claim 3 (depends on 1)

The method of claim 1, wherein determining the CSR channel with the highest ability to connect the communication with the CSR includes accessing a current ability to connect the communication on the current CSR channel.

### Claim 4 (depends on 3)

The method of claim 3, wherein determining the CSR channel with the highest ability to connect the communication with the CSR includes accessing a current ability to connect the communication at least one other equivalent CSR channel.

### Claim 5 (depends on 4)

The method of claim 4, wherein determining the CSR channel with the highest ability to connect the communication with the CSR further includes comparing the current ability to connect on the current channel to the ability to connect on the at least one other equivalent CSR channel and making the determination based on the comparison.

### Claim 6 (depends on 1)

The method of claim 1, further comprising automatedly retaining the customer on the communication on the current CSR channel if it is initially determined the current CSR channel has the highest ability to connect the communication with a CSR.

### Claim 7 (depends on 1)

The method of claim 1, wherein the predetermined time is calculated based on wait times or backlog.

### Claim 8

A system for projective channel hopping, comprising:
a processor; and
a non-transitory computer readable medium programmed with computer readable code that upon execution by the processor causes the processor to:
receive a communication in a current customer service representative (CSR) channel;
assess an ability to connect the communication with a CSR on all eligible CSR channels;
determine one of the plurality of eligible CSR channels with the highest ability to connect the communication with a CSR;
establish, after a predetermined amount of time, that the communication has not been automatedly connected to the CSR;
execute the above assessing and determination processes again after the predetermined amount of time; and
automatedly retain the communication on the current CSR channel if it is determined the current CSR channel still has the highest ability to connect the communication with a CSR.

### Claim 9 (depends on 8)

The system of claim 8, wherein the communication is received from a customer through a system entry point for a customer engagement center (CEC).

### Claim 10 (depends on 8)

The system of claim 8, wherein the determination of the CSR channel with the highest ability to connect the communication with the CSR includes causing the processor to access a current ability to connect the communication on the current CSR channel.

### Claim 11 (depends on 10)

The system of claim 10, wherein the determination of the CSR channel with the highest ability to connect the communication with the CSR includes causing the processor to access current ability to connect the communication at least one other equivalent CSR channel.

### Claim 12 (depends on 11)

The system of claim 11, wherein the determination of the CSR channel with the highest ability to connect the communication with the CSR further includes causing the processor to compare the current ability to connect on the current channel to the ability to connect on the at least one other equivalent CSR channel and making the determination based on the comparison.

### Claim 13 (depends on 8)

The system of claim 8, wherein the processor is further caused to automatedly retain the customer on the communication on the current CSR channel if it is initially determined the current CSR channel has the highest ability to connect the communication with a CSR.

### Claim 14 (depends on 8)

The system of claim 8, wherein the predetermined time is calculated based on wait times or backlog.

### Claim 15

A non-transitory computer readable medium programmed with computer readable code that upon execution by a processor causes the processor to execute a method for projective channel hopping, comprising:
receiving a communication in a current customer service representative (CSR) channel;
assessing an ability to connect the communication with a CSR on all eligible CSR channels;
determining one of the plurality of eligible CSR channels with the highest ability to connect the communication with a CSR;
establishing after a predetermined amount of time, that the communication has not been automatedly connected to the CSR;
performing the above assessing and determining steps again after the predetermined amount of time; and
automatedly retaining the communication on the current CSR channel if it is determined the current CSR channel still has the highest ability to connect the communication with a CSR.

### Claim 16 (depends on 15)

The non-transitory computer readable medium of claim 15, wherein the communication is received from a customer through a system entry point for a customer engagement center (CEC).

### Claim 17 (depends on 15)

The non-transitory computer readable medium of claim 15, wherein determining the CSR channel with the highest ability to connect the communication with the CSR includes accessing a current ability to connect the communication on the current CSR channel.

### Claim 18 (depends on 17)

The non-transitory computer readable medium of claim 17, wherein determining the CSR channel with the highest ability to connect the communication with the CSR includes accessing a current ability to connect the communication at least one other equivalent CSR channel.

### Claim 19 (depends on 18)

The non-transitory computer readable medium of claim 18, wherein determining the CSR channel with the highest ability to connect the communication with the CSR further includes comparing the current ability to connect on the current channel to the ability to connect on the at least one other equivalent CSR channel and making the determination based on the comparison.

### Claim 20 (depends on 15)

The non-transitory computer readable medium of claim 15, further comprising automatedly retaining the customer on the communication on the current CSR channel if it is initially determined the current CSR channel has the highest ability to connect the communication with a CSR.