Routing emails to a plurality of agents
AssigneeGenesys Telecommunications Laboratories, Inc.
InventorsAlec Miloslavsky, Jason Goecke, Vladimir N. Deryugin, Dmitry A. Torba, Igor Neyman, Oleg Turovsky
Life of this patent
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Abstract
An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database storing skill set information regarding agents. The router extracts information from the e-mails, matches key words in the extracted information with key words from the skill sets, and routes the e-mails to appropriate agents having the necessary skills to respond to the service requirements in the e-mails.
Claims11
A system for routing an electronic mail (e-mail) to a plurality of agents having specific skill sets within a variety of possible skill sets, the system comprising:
- an e-mail server adapted to receive said e-mail from a sender;
- an information extractor for extracting information from said email;
- a router;
- and
- a data repository accessible to the router and storing skill sets of said agents;
- wherein said router selects the plurality of agents for routing the email by matching stored information about the specific skill sets with portions of information extracted from said email.
A method for routing an electronic mails (e-mail) to a plurality of agents, comprising steps of:
- (a) receiving said e-mail from a sender at an e-mail server;
- (b) extracting information from the email;
- (c) matching said extracted information with recorded skill sets of a plurality of agents in a data repository;
- and
- (d) routing the email to a plurality of agents indicated by the matching step (c).
Dependencies are inferred from the claim text.