MECHANISM FOR WORK ASSIGNMENT IN A GRAPH-BASED CONTACT CENTER

摘要

A graph database is described for use in connection with a contact center. The graph database includes a plurality of nodes and relationships that describe the operations, entities, personnel, and attributes in the contact center. Also described is the operation of a work assignment engine that leverages the graph database to make intelligent and flexible work assignment decisions.

主权项

1. A method, comprising:
receiving a contact in a contact center; creating a contact node in a graph database that is representative of the contact; connecting the contact node to a conference node that is representative of the contact's interactions with the contact center and a work item to be processed by the contact center in connection with resolving the contact; identifying one or more processing requirements associated with the work item; using a work assignment engine to search the graph database for one or more resources that possess or nearly posses an attribute that satisfied the one or more processing requirements associated with the work item; selecting a first resource for assignment to the work item; and creating a relationship in the graph database that connects the conference node to a node associated with the first resource, thereby signifying that the first resource has been assigned to the work item.