Contact center resource allocation based on work bidding/auction
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United States of America Patent
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N/A
Issued Date -
Mar 31, 2005
app pub date -
Sep 26, 2003
filing date -
Sep 26, 2003
priority date (Note) -
Abandoned
status (Latency Note)
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Abstract
A contact center for servicing a plurality of contacts received from a plurality of customers is provided. The contact center includes: (a) a plurality of workstations 15 corresponding to a plurality of resources 14; (b) a central server 10 in communication with the plurality of workstations, comprising: (i) at least one queue 42, 46 and/or 66 of contacts; and (ii) a bid item selecting agent 74 operable to (a) request at least some of the plurality of resources to submit a bid to service at least one contact; (b) receive at least one bid to service the at least one contact; and (c) select a resource from among the plurality of resources to service the at least one contact.
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