公开(公告)号：US20170111503A1

公开(公告)日：2017-04-20

申请号：US14887318

申请日：2015-10-19

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Conor McGann ,  Bharath Aravamudhan ,  Petr Makagon ,  Herbert Willi Artur Ristock ,  Yochai Konig ,  Gregory Duclos ,  Vyacheslav Zhakov ,  Damjan Pelemis

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5233 ,  H04M3/5235 ,  H04M2203/2038 ,  H04M2203/405

Abstract: A system and method for routing interactions to contact center agents. The system is adapted to identify an interaction to be routed, and identify a first group of agents based on one or more constraints for generating one or more candidate agents. The system is adapted to gather preference of each of the candidate agents, gather context of the interaction, and identify, from the one or more candidate agents, a second group of agents based on the gathered preference and context. The system is further adapted to invite each agent in the second group to make a bid for the interaction. The system is also adapted to receive a bid from a particular agent in the second group, and transmit a signal for routing the interaction to the particular agent in response to the received bid.