Patent ID: 9083805
Filing Date: 2015-07-14
Classification: H04M

Abstract:
1. A method to service a contact by a first agent while searching for a second agent to service the contact, comprising: describing substantially each undifferentiated agent by use of at least one agent attribute to produce a set of agent attribute values; describing the contact by use of at least one contact attribute to produce a set of contact attribute values; relating the set of agent attribute values to the set of contact attribute values in order to search for at least one available first agent having at least a first predetermined level of match between the set of agent attribute values and the set of contact attribute values; delivering the contact to the first agent; recognizing, by the processor, that the first agent does not have at least a second predetermined level of match between the set of agent attribute values and the set of contact attribute values, in order to produce a recognition; initiating, by a processor and based only upon the recognition, a process to relate the set of agent attribute values to the set of contact attribute values in order to search for the existence of at least one second agent having at least the second predetermined level of match between the set of agent attribute values and the set of contact attribute values, wherein the second predetermined level of match is greater than the first predetermined level of match; recognizing, by a processor, that the second agent exists; waiting until the second agent is available; and initiating, by a processor, a process to replace the first agent with the second agent to service the contact.