Method and System for Dynamic Tracking and Assignment of Agent Resources within a Contact Center
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United States of America Patent
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Issued Date -
Jul 2, 2009
app pub date -
Dec 27, 2007
filing date -
Dec 27, 2007
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Abstract
A system for telephone campaigns includes a contact server for placing outbound contacts, a contact router for routing answered outbound contacts to available agents, and a statistical server for monitoring and serving current agent statistics ahead of each outbound contact or set of contacts initiated on behalf of two or more campaigns. The system is characterized in that the contact server initiates outbound contacts for the campaigns based on availability of agents assigned to the campaigns, and wherein agents assigned to more than one campaign are dynamically designated to serve only the outbound campaign associated with each contact at the time of contact initiation if determined available for the that campaign at the time of contact initiation, and a campaign group identifier is attached as contact data to each contact initiated.
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