公开(公告)号：US20160036981A1

公开(公告)日：2016-02-04

申请号：US14450190

申请日：2014-08-01

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Todd Hollenberg ,  Bradley Krug ,  Herbert Willi Artur Ristock ,  Charlotte Toerck ,  Nikolay Korolev ,  David H. Anderson

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  H04M3/5166 ,  H04M2203/402

Abstract: A system and method for case-based routing as opposed to atomic interaction routing. A processor opens a case in a customer database. The case is associated with a workflow that has steps anticipated to be executed for the case. The processor identifies first and second steps of the workflow, and further identifies an agent with skills for handling the first and second steps. The processor generates a task for handling at least the first step of the workflow, and transmits instructions to route the task to the identified agent.

Abstract translation: 与原子交互路由相反的基于案例的路由的系统和方法。 处理器在客户数据库中打开一个案例。 这种情况与具有预期为此情况执行的步骤的工作流相关联。 处理器识别工作流的第一和第二步骤，并进一步识别具有处理第一和第二步骤的技能的代理。 处理器产生用于处理工作流的至少第一步骤的任务，并发送指令以将任务路由到所识别的代理。