US Patent:
20100125433, May 20, 2010
Inventors:
Kenneth Jordan - Groton MA, US
Michael Paul Lepore - Marlborough MA, US
Paul Robert Schechinger - Londonderry NH, US
Kevin Collins - Roseville CA, US
Rick Whitesel - Nashua NH, US
Lawrence E. Johnson - Sudbury MA, US
Victor L. Voydock - Newton MA, US
International Classification:
G06F 15/00
Abstract:
An apparatus for selecting contact center resources is provided. The apparatus includes a memory and a processor in communication with the memory. The memory includes computer code executable with the processor. The computer code is configured to obtain one or more user characteristics; map a user point on a spatial map that includes a first resource spatial point for a first contact center resource, the user point being located at a point that spatially defines the one or more user characteristics; and determine a first distance between the user point and the first resource spatial point.