Customer service by batch
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United States of America Patent
Stats
-
Jul 20, 2004
Grant Date -
Aug 29, 2002
app pub date -
Jan 9, 2001
filing date -
Jan 9, 2001
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
In a customer contact center (100), a plurality of customers' communications are serviced simultaneously by one resource (120-128) (agent or port). A conferencing function (136) connects the plurality of customers (110-118) to the one resource and/or to each other. When a resource becomes available, a batch service function (140) determines (206-226), for each skill of the resource, the value to the contact center of having the resource presently serve communications needing that skill, and uses the conferencing function to conference (234-236) a plurality of communications needing the skill having the highest value with the resource. The conference connection may be listen-only, listen-and-talk, or listen-only/then listen-and-talk.
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