Patent ID: 8965878
Filing Date: 2015-02-24
Classification: G06F,G06Q,H04M

Abstract:
1. A non-transitory computer readable medium having stored thereon instructions that cause a computing system to execute a method, the instructions comprising: instructions to receive a work item having one or more attributes that enable a routing decision to be made with respect to routing the work item among a plurality of resources in a contact center; instructions to generate an initial bitmap for the work item; instructions to search a dictionary database for a qualifier set definition similar to the initial bitmap; if a similar qualifier set definition is found, instructions to provide the qualifier set definition with the work item; if a similar qualifier set definition is not found, instructions to define a new qualifier set definition for the work item; instructions to include the work item in a work pool that includes work items associated with customers; instructions to compare the one or more attributes of the work item with attributes of the plurality of resources; instructions to select, based on the comparing step, a first resource from the plurality of resources to receive the work item; and instructions to route the work item to the first resource.