Patents by Inventor Nicholas Ian Terry

Nicholas Ian Terry has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).

  • Multi-dimensional attribute-based routing
    Patent number: 10681215
    Abstract: Methods for routing customers to an agent include receiving a communication from a customer; assigning or retrieving a plurality of mandatory and optional customer attributes; matching the plurality of mandatory and optional customer attributes to a plurality of attributes of available agents; calculating a first affinity score for each available agent that possesses the mandatory customer attributes; determining for each available agent a number of attributes matching the optional customer attributes; ranking the available agents based on the number of matched optional customer attributes; selecting a predetermined number of available agents from the ranked available agents; calculating a second affinity score for each of the selected predetermined number of available agents; combining the first affinity and second affinity score; determining which available agent has the highest combined first affinity and second affinity score; and routing the communication to the available agent having the highest combine
    Type: Grant
    Filed: November 13, 2019
    Date of Patent: June 9, 2020
    Assignee: INCONTACT INC.
    Inventors: Matthew Lawrence Page, Nicholas Ian Terry, Christopher Garn Seaman