US 12,225,159 B2
Technologies for adaptive predictive routing in contact center systems
Manan Kalra, Galway (IE); Gergely Toth, Galway (IE); David Farrell, Galway (IE); and Emir Munoz, Galway (IE)
Assigned to Genesys Cloud Services, Inc., Menlo Park, CA (US)
Filed by Genesys Cloud Services, Inc., Menlo Park, CA (US)
Filed on Jan. 31, 2023, as Appl. No. 18/104,088.
Prior Publication US 2024/0259497 A1, Aug. 1, 2024
Int. Cl. H04M 3/523 (2006.01)
CPC H04M 3/5233 (2013.01) [H04M 3/5236 (2013.01); H04M 3/5238 (2013.01)] 8 Claims
OG exemplary drawing
 
1. A method for adaptive predictive routing in a contact center system, the method comprising:
identifying an interaction to be routed to a contact center agent;
determining, for each agent cohort of a plurality of agent cohorts in sequential order and for a cohort time period associated with the respective agent cohort, whether a contact center agent within the respective cohort is available to be routed the interaction, wherein the plurality of agent cohorts is in sequential order based on descending agent performance scores for at least one key performance indicator; and
routing the interaction to a first contact center agent determined to be available to be routed the interaction;
wherein determining, for each agent cohort of the plurality of agent cohorts in sequential order and for a cohort time period associated with the respective agent cohort, whether a contact center agent within the respective cohort is available to be routed the interaction comprises:
determining, within a first cohort time period, whether a contact center agent within a first agent cohort is available to be routed the interaction, wherein the first agent cohort includes contact center agents having agent performance scores within a first range; and
determining, within a second cohort time period following the first cohort time period and in response to determining that the interaction is unable to be routed to a contact center agent within the first agent cohort within the first cohort time period, whether a contact center agent within a second agent cohort is available to be routed the interaction, wherein the second agent cohort includes contact center agents having agent performance scores within a second range of scores lesser than the first range of scores.