Patent ID: 9135668
Filing Date: 2015-09-15
Classification: G06F,G06Q,H04M

Abstract:
1. A method comprising: determining, by a processor, a user point on a contact center characteristic map that includes n-dimensions; determining, by the processor, a first resource point on the contact center characteristic map for a first contact center resource and a second resource point on the contact center characteristic map for a second contact center resource; mapping the user point, the first resource point, and the second resource point on the contact center characteristic map, wherein a first user characteristic is associated with a first dimension of the n-dimensions and a second user characteristic is associated with a second dimension of the n-dimensions; organizing, by the processor, the first resource point and the second resource point using a binary space partitioning tree including a k-d tree; arranging, by the processor, the first contact center resource and the second contact resource in a routing queue based on the organization of the first and second resource points, which includes a first distance on the contact center characteristic map between the first resource point and the user point and a second distance on the contact center characteristic map between the second resource point and the user point; and selecting, by the processor, the first resource or the second resource based on the routing queue.