Patents by Inventor Rory McTigue

Rory McTigue 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).

  • Systems and methods relating to predictive routing and occupancy balancing
    Patent number: 11778099
    Abstract: A method of routing interactions to contact center agents according to an embodiment includes identifying an interaction to be routed to a contact center agent, identifying a group of contact center agents as candidates for routing of the interaction, retrieving agent performance data for each candidate agent of the group of contact center agents identified as candidates for routing of the interaction, determining a predicted score for a key performance indicator for each candidate agent based on the agent performance data, determining an occupancy rate of each candidate agent based on the agent performance data, generating a ranking of the candidate agents for routing prioritization based on the predicted score for the key performance indicator for each candidate agent and the occupancy rate of each candidate agent, and signaling a routing device to route the interaction to a selected candidate agent based on the ranking of the candidate agents.
    Type: Grant
    Filed: May 9, 2022
    Date of Patent: October 3, 2023
    Assignee: Genesys Cloud Services, Inc.
    Inventors: Emir Munoz, Maciej Dabrowski, Rory McTigue, David Farrell
  • SYSTEMS AND METHODS RELATING TO PREDICTIVE ROUTING AND OCCUPANCY BALANCING
    Publication number: 20220360669
    Abstract: A method of routing interactions to contact center agents according to an embodiment includes identifying an interaction to be routed to a contact center agent, identifying a group of contact center agents as candidates for routing of the interaction, retrieving agent performance data for each candidate agent of the group of contact center agents identified as candidates for routing of the interaction, determining a predicted score for a key performance indicator for each candidate agent based on the agent performance data, determining an occupancy rate of each candidate agent based on the agent performance data, generating a ranking of the candidate agents for routing prioritization based on the predicted score for the key performance indicator for each candidate agent and the occupancy rate of each candidate agent, and signaling a routing device to route the interaction to a selected candidate agent based on the ranking of the candidate agents.
    Type: Application
    Filed: May 9, 2022
    Publication date: November 10, 2022
    Inventors: Emir Munoz, Maciej Dabrowski, Rory McTigue, David Farrell