Method for implementing and executing communication center routing strategies represented in extensible markup language
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United States of America Patent
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Mar 15, 2011
Grant Date -
Sep 21, 2006
app pub date -
Dec 22, 2005
filing date -
Feb 17, 1998
priority date (Note) -
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Abstract
A method is provided for supplementing existing interaction routines in a contact center with added capability including acts for (a) creating at least one rule having at least one rule attribute; (b) creating one or more processes, the processes integral to the rule; (c) defining the at least one rule and integral processes as a strategy; and (d) linking the strategy to the interaction routine, the link serving to cause execution of the strategy during an interaction between an entity and the routine, execution thereof promoting further interaction defined in the strategy.
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