System and Method for Allocating Tickets
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United States of America Patent
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app pub date -
Oct 19, 2016
filing date -
Aug 30, 2016
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Abstract
Systems and methods for allocating tickets are described. When ticket is received, system looks for suitable agents for allocating the ticket. The system computes plurality of agents scores corresponding to plurality of agents. Based on the agent-scores, first-set of agents are identified. System further identifies second-set of agents from the first-set of agents based on some dynamic parameters like physical and emotional state of the agents, and further, ranks the second-set of agents. Now system makes an attempt to allocate the ticket to first best agent having highest rank. If the first best agent is available, system allocates the ticket. However, if the first best agent is unavailable, system looks for next best agent. If again the next best agent is unavailable, the system re-allocates current active ticket being handled by the next best agent to another next best agent and allocates the ticket to the next best agent.
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