Method and apparatus for assigning agent-led chat sessions hosted by a communication center to available agents based on message load and agent skill-set
Number of patents in Portfolio can not be more than 2000
United States of America Patent
Stats
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Mar 18, 2003
Grant Date -
May 23, 2002
app pub date -
Dec 1, 1999
filing date -
Dec 1, 1999
priority date (Note) -
In Force
status (Latency Note)
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Abstract
In a communication center system wherein agents participate in and host communication sessions, a session management system has a data repository storing parameters regarding individual sessions in progress in the communication center system and agent parameters including one or both of minimum and maximum load capabilities for individual agents. A management software executes on a server associated with the communication center system, and calculates agent load level over chat sessions hosted by an individual agent, compares the calculated load level with one or both of minimum and maximum load for said agent, and adjusts agent assignment to sessions accordingly. In the case where agents are overloaded, additional agents are assigned to open sessions, and in the case where agents are underutilized, additional sessions may be assigned to the under-utilized agents. The sessions in a preferred embodiment are chat sessions.
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Family
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