PATENT CLAIM ANALYSIS

Application Number: 15890293
Application Type: Utility
Filing Date: 2018-02
Publication Date: 2018-06
Patent Classification: ["379", "265120"]

Abstract:
A system and method for performance-based routing of interactions in a contact center. A routing server receives information on an interaction to be routed, and identifies a call reason for the interaction. The identification of the call reason may be based for example, speech analytics. The routing server identifies one or more agents having experience in handling the topic. The routing server further determines a proficiency level of the identified agents in handling the topic, and selects one of the identified agents having at least a minimum level of proficiency. The routing server transmits a message for routing the interaction to the selected agent.

Claim (Index 11):
The system of  claim 10 , wherein the proficiency level of a particular agent is calculated based on past interactions by the particular agent in handling interactions with a same topic.

Metadata:
- Claim Count in Document: 1.0
- Percentile: 88.0
- Lexical Diversity: 2.01786
- Patent Class: 379.0
- Transitional Phrase Type: none
- Component Type: 0
- Foreign Priority: False
- Related Applications: ['15268513', '14068959', '14887276', '14887297', '14887310']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.5689169843754561
- 35 USC 102 Novelty (BERT): 0.5594679021725846
- Combined Prediction Score: 0.567972076155169
- Mean Citation Score: 362.70210800000007
- Max Citation Score: 446.10275
- Similarity Product: 419.54619129785897

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

Dataset: test