Method and apparatus for automated personalization and presentation of workload assignments to agents within a multimedia communication center
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United States of America Patent
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Apr 30, 2002
Issued Date -
N/A
app pub date -
Feb 19, 1999
filing date -
Sep 11, 1998
priority date (Note) -
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Abstract
In a multimedia call center (MMCC) an agent work presentation software model (AWPM) may be programmed to an individual agent or group of agents, and set to launch automatically each time an agent for whom the model is programmed logs on to the operating system of the MMCC. The AWPM has interfaces for accessing all necessary information to prepare agent work lists, such as agent skills, licenses, authorizations, waiting calls, and waiting work of other sorts, and automatically accesses the needed information and prepares a dynamic work list to an agent for the duration of a work session. Work lists are updated by the pertinent AWPM as each agent accomplishes tasks, and work-in-progress is updates as well. Many other tasks may be done as well, such as statistical updates, agent rating, alerts, and so on.
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