US 11,943,391 B1
Method and apparatus for routing communications within a contact center
António Pedro Dourado de Moura Veloso, Lisbon (PT); Ana Carina Fernandes Rodrigues, Odivelas (PT); Pedro Miguel Reis Santos, Corroios (PT); and Yue Sun, Wuhan (CN)
Assigned to Talkdesk, Inc., San Francisco, CA (US)
Filed by Talkdesk, Inc., San Francisco, CA (US)
Filed on Dec. 13, 2022, as Appl. No. 18/065,312.
Int. Cl. H04M 3/523 (2006.01); H04M 3/51 (2006.01)
CPC H04M 3/5233 (2013.01) 22 Claims
OG exemplary drawing
 
1. A method for increasing the efficiency of connecting communications in a contact center computing system, the method comprising:
receiving a designated communication, the communication having an associated weighting value;
placing the communication into at least one queue, the at least one queue corresponding to agent skills;
receiving a current occupancy score for each of multiple agents in the queue, wherein the current occupancy score for each agent is based on weighting values of communications being handled by the agent;
receiving a maximum capacity score for each of the multiple agents in the queue, wherein the maximum capacity score for each agent is based on the ability of that agent to handle communications through various channels; and
connecting the designated communication to a selected agent of the multiple agents, wherein the selected agent is an agent of the multiple agents who has a current occupancy score that is lower than a maximum capacity score for that agent, whereby average time between the receiving a communication and the connecting the designated communication to a selected agent is reduced.