{"schema_version":"1.0","canonical_url":"https://patentable.app/patents/US-10477027","patent":{"patent_number":"US-10477027","title":"Queueing multi-channel communications for a contact center","assignee":null,"inventors":[],"filing_date":"2019-05-03T00:00:00.000Z","publication_date":"2019-11-12T00:00:00.000Z","cpc_codes":["H04M","H04L","H04M","H04M","H04Q"],"num_claims":18,"abstract":"Various embodiments of the invention provide methods, systems, and computer program products for routing a communication in a contact center. Specifically, a treatment is selected for a communication from a plurality of treatments. Here, each treatment includes a plurality of agents to handle communications placed in the treatment and a set of queues in which each queue includes a value range. A determination is made as to whether the communication is using a chaining or non-chaining channel. If the communication is using a chaining channel, then a target agent designated to handle communications placed in the treatment using the chaining channel and corresponding queue are identified based on a value of the communication. If the communication is using a non-chaining channel, then a queue is selected from the set of queues for the treatment based on the value of the communication falling within the value range for the queue."},"analysis":{"summary":null,"layman_explanation":null,"technical_analysis":null,"business_analysis":null,"faqs":null,"topics":[],"tech_cluster":null},"seo":{"title":"Queueing multi-channel communications for a contact center","description":"Various embodiments of the invention provide methods, systems, and computer program products for routing a communication in a contact center. Specifically, a treatment is selected for a communication ","keywords":[]},"attribution":{"source":"Patentable","source_url":"https://patentable.app","canonical_url":"https://patentable.app/patents/US-10477027","license":"CC-BY-4.0-like","license_terms":"AI-generated analysis on this page (summary, layman_explanation, technical_analysis, business_analysis, faqs) may be reused with attribution and a visible link back to the canonical URL above. Patent abstracts, claims, and bibliographic data are USPTO public domain.","required_link":"https://patentable.app/patents/US-10477027","citation_suggestion":"Patentable. \"Queueing multi-channel communications for a contact center\" (US-10477027). https://patentable.app/patents/US-10477027","copyright_holder":"Nomic Interactive Technology LLC"},"links":{"html":"https://patentable.app/patents/US-10477027","json":"https://patentable.app/api/llm-context/US-10477027","site":"https://patentable.app","llms_txt":"https://patentable.app/llms.txt"},"generated_at":"2026-05-30T08:44:07.911Z"}