Treatment of web feeds as work assignment in a contact center
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United States of America Patent
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Dec 31, 2013
Grant Date -
Nov 18, 2010
app pub date -
May 12, 2009
filing date -
May 12, 2009
priority date (Note) -
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status (Latency Note)
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Abstract
To provide an enhanced customer service experience, various combinations of web searches, site-specific filtering tools and syndicated feed readers can be used to find relevant posts on the internet. Internal email, IM, phone, and the like can cooperate with an appropriately equipped expert-finding solution to assist with help in locating the experts qualified to respond to the post(s). The leveraging of RSS/Atom feeds or similar technology, content analysis, and contact center work distribution algorithms are leveraged to monitor the feeds from multiple sites and automatically distribute messages to appropriately skilled contact center agents. Each message discovered is analyzed to determine which contact center queue it is to be routed to, and then the contact center assigns it to an appropriate agent. This eliminates or significantly reduces the amount of manual searching and qualification of posts.
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