Patent Document ID: 9922027
Application ID: 15397818

Base Claim:
1. A method for assigning work in a customer support environment, the method comprising the computer-implemented steps of: translating a customer communication received in a first language into a second language, the translation having a confidence of translation; obtaining a set of agents, each agent of the set of agents having an associated confidence factor based upon the confidence of translation and a language proficiency of the agent in at least one of the first language or the second language; generating a threshold confidence factor curve comprising a first curve, having a first rate of decrease over a first wait time period of the customer communication, and a second curve, having a second rate of decrease over a second wait time of the customer communication, the second rate of decrease being greater than the first rate of decrease; and assigning, at a time, the customer communication to one of the set of agents based on the associated confidence factor being greater than the threshold confidence factor curve at the time.

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Claim 6:
6. The method of claim 1 , wherein the language proficiency is based on one or more of: a skill set, a language set, a user-defined constraint, and a physical or logical location of the agent relative to the customer.