PATENT CLAIM ANALYSIS

Application Number: 15987287
Application Type: Utility
Filing Date: 2018-05
Publication Date: 2018-09
Patent Classification: ["379", "265090"]

Abstract:
A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the one call and on the agent sensitivity to call performance for the respective one agent of the set of agents.

Claim (Index 1):
A method for pairing in a contact center system comprising:\n pairing, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a first agent and a first contact based on a first performance measurement of the first agent and a first influenceable-by-performance measurement of the first contact according to a first pairing strategy; and establishing, by a routing engine of the contact center system, a communications channel between communication equipment of the first contact and communication equipment of the first agent based upon the first pairing strategy, wherein the first pairing strategy improves overall performance of the contact center system.

Metadata:
- Claim Count in Document: 50.0
- Percentile: 93.0
- Lexical Diversity: 3.02222
- Patent Class: 379.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['14035522', '14035506', '14788495', '14788442', '14788457']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.5722589031673021
- 35 USC 102 Novelty (BERT): 0.5485459700084477
- Combined Prediction Score: 0.5698876098514167
- Mean Citation Score: 401.45221
- Max Citation Score: 452.24414
- Similarity Product: 342.95859544708486

Labels:
- Claim Label 101: 1
- Claim Label 102: 0
- Claim Label 103: 1
- Claim Label 112: 1
- Combined Label: 0
- Label 101 Adjusted: 1

Dataset: test