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United States of America Patent
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Jun 10, 2003
Grant Date -
N/A
app pub date -
Feb 22, 2000
filing date -
Mar 1, 1999
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A method is provided for assigning agents of a plurality of agent groups to a agent pool for answering a call based upon a time delay for answering the call. The method includes the steps of designating a first agent group as candidates for answering a call based upon first availability, forming an expanded group of the first group and at least some agents of a second group when the time delay exceeds a threshold and assigning the call to an agent of the expanded group based upon first availability.
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