US 11,659,092 B2
Enhancing agent's efficiency in a contact center by using a multi-agent to multi-contact routing orchestration
Derick Rodney Walburger, South Jordan, UT (US)
Assigned to INCONTACT INC., Sandy, UT (US)
Filed by inContact INC., Sandy, UT (US)
Filed on Dec. 9, 2021, as Appl. No. 17/546,093.
Application 17/546,093 is a continuation of application No. 16/731,133, filed on Dec. 31, 2019, granted, now 11,303,753.
Prior Publication US 2022/0103689 A1, Mar. 31, 2022
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/00 (2006.01); H04M 5/00 (2006.01); H04L 12/66 (2006.01); H04M 3/523 (2006.01); G06Q 10/0639 (2023.01); H04M 3/493 (2006.01); H04M 3/51 (2006.01)
CPC H04M 3/5233 (2013.01) [G06Q 10/06393 (2013.01); H04M 3/4933 (2013.01); H04M 3/5175 (2013.01); H04M 3/5191 (2013.01); H04M 3/5237 (2013.01)] 29 Claims
OG exemplary drawing
 
1. A computerized method for enhancing agent's efficiency in a contact center by orchestrating a multi-agent to multi-contact attribute-based routing while maintaining seamless contact interaction, the computerized method comprising:
providing an agent's queue component, wherein the agent's queue component is comprised of associated one or more human agents and one or more Artificial Intelligence (AI) bot agents;
providing a plurality of servers to manage a display of visual context for the human agents;
providing a set of communication channel rules to allocate one or more inbound communication channels to one or more agents;
receiving a request for service from a contact via a communication channel over a communication network;
in a processor of a computerized system operating an orchestration engine, the orchestration engine is configured to execute a code with instructions for:
retrieving from the agent's queue component, routable agents according to a preconfigured agent's availability state;
performing attribute-based routing of the request for service, to select one or more agents from the retrieved mutable agents and to assign the selected one or more agents to the request of service, and updating, for each assigned agent, an availability state, a contact-routable state and an agent-to-contact association,
wherein the set of communication channel rules is based on at least one proficiency of the one of more agents; and
designating a primary agent out of the one or more agents to handle the request for service,
wherein when the orchestration engine can't find a human agent having a proficiency as defined in the computerized system, said orchestration engine is designating as a primary agent, a bot agent.