Methods, systems and computer program products for automatic task distribution
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United States of America Patent
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Jan 20, 2004
Grant Date -
N/A
app pub date -
Sep 1, 1998
filing date -
Sep 1, 1998
priority date (Note) -
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Abstract
Methods, systems and computer program products are provided which automatically distribute tasks associated with a telephone system and tasks associated with a computer system between a plurality of agents tracking ACD telephone status of the plurality of agents and tracking computer status of the plurality of agents. When a request for a computer task is received, an agent of the plurality of agents is assigned to the computer task corresponding to the received request based on the ACD telephone status and the computer status of the agent of the plurality of agents.
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