System for Automatic Assignment of Agents in Inbound and Outbound Campaigns
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United States of America Patent
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N/A
Issued Date -
Apr 26, 2012
app pub date -
Oct 25, 2010
filing date -
Oct 25, 2010
priority date (Note) -
Abandoned
status (Latency Note)
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Abstract
A workforce-management application is provided, resident on a digital medium, for reallocating human resources between two or more interaction-processing subsystems in a contact center. The application includes a state-monitoring application executable from the digital medium for monitoring the current volumes of interaction requests pending in all of the currently active subsystems, a logic function executable from the digital medium by the state-monitoring application, the logic function adapted to determine what specific human resources with the required skills are needed to satisfy the current interaction processing requirements, and a communication and notification function for communicating the determinations of the logic function between one or more subsystems and for notifying individual ones of the affected human resources about the activity changes before they are set to occur.
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