Abstract: A computerized method of routing customer interactions (call and chats) includes the following steps performed by a server computing device: creating a database with a document for every agent with a set of attributes identifying the types of customer interactions they service, receiving a set of call attributes associated with an incoming call; formulating a query of the call attributes against all agent profiles and returning a matching score for all available agents using Elastic Search; and routing the incoming call to a target agent with the highest score in the set of available agents, if there is at least one available agent; or a customer waiting queue, if there is no suitable agent achieving at least a minimum score.

Abstract: A computerized method of routing customer interactions (call and chats) includes the following steps performed by a server computing device: creating a database with a document for every agent with a set of attributes identifying the types of customer interactions they service, receiving a set of call attributes associated with an incoming call; formulating a query of the call attributes against all agent profiles and returning a matching score for all available agents using Elastic Search; and routing the incoming call to a target agent with the highest score in the set of available agents, if there is at least one available agent; or a customer waiting queue, if there is no suitable agent achieving at least a minimum score.

Abstract: A computerized method of routing calls includes the following steps performed by a server computing device: receiving a set of call attributes associated with an incoming call; identifying a document containing call routing instructions corresponding to the call attributes by querying a search index in electronic communication with the server computing device; identifying, based on the document, a set of suitable agents having a skill and a suitable proficiency in the skill by querying an agent skills database in electronic communication with the server computing device; identifying a set of available agents in the set of suitable agents by querying an agent status database in electronic communication with the server computing device; and routing the incoming call to a target agent in the set of available agents, if there is at least one available agent; or a customer waiting queue, if there is no suitable agent.

Abstract: A computerized method of routing calls includes the following steps performed by a server computing device: receiving a set of call attributes associated with an incoming call; identifying a document containing call routing instructions corresponding to the call attributes by querying a search index in electronic communication with the server computing device; identifying, based on the document, a set of suitable agents having a skill and a suitable proficiency in the skill by querying an agent skills database in electronic communication with the server computing device; identifying a set of available agents in the set of suitable agents by querying an agent status database in electronic communication with the server computing device; and routing the incoming call to a target agent in the set of available agents, if there is at least one available agent; or a customer waiting queue, if there is no suitable agent.

Abstract: The present disclosure relates to a system that includes a downhole tool that includes a packer module with an inlet disposed between an upper packer and a lower packer configured to seal an interval of a wellbore. The inlet is configured to admit a formation fluid disposed in the interval. The downhole tool also includes a pump out module, a fluid analysis module, and a sample module including a sample chamber containing an external fluid. The downhole tool also includes a data processing system configured to identify a composition of the formation fluid and includes one or more tangible, non-transitory, machine-readable media including instructions to identify a condition indicating stopping the pump out module, transfer the external fluid from the sample chamber to the interval the inlet, resume pumping of the formation fluid from the inlet via the pump out module, and output the composition of the formation fluid.

Abstract: The present disclosure relates to a system that includes a downhole that includes a packer module with an inlet disposed between an upper packer and a lower packer configured to seal an interval of a wellbore. The inlet is configured to admit a formation fluid disposed in the interval. The downhole tool also includes a pump out module, a fluid analysis module, and a sample module including a sample chamber containing an external fluid. The downhole tool also includes a data processing system configured to identify a composition of the formation fluid and includes one or more tangible, non-transitory, machine-readable media including instructions to identify a condition indicating stopping the pump out module, transfer the external fluid from the sample chamber to the interval the inlet, resume pumping of the formation fluid from the inlet via the pump out module, and output the composition of the formation fluid.