Nikolaos Anerousis, Abhijit Bose, Aliza R. Heching, Milton H. Hernandez, Hani Jamjoom, Hoda Parvin, Sreeram Ramakrishnan, Debanjan Saha and Zon-Yin
US Patent US8385534
Feb 2013, (Granted)
Abstract. Techniques for dispatching one or more services requests to
one or more agents are provided. The techniques
include obtaining one or more attributes of each
service request, obtaining one or more attributes of
each agent, obtaining feedback from each of one or
more agent queues, and using the one or more
attributes of each service request, the one or more
attributes of each agent and the feedback from each
of the one or more agent queues to determine one or
more suitable agents to receive a dispatch for each
of the one or more service requests. Techniques are
also provided for generating a database of one or
more attributes of one or more service requests and
one or more attributes of one or more agents.