Method and apparatus for rotating auto reserve agents
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United States of America Patent
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Dec 6, 2005
Grant Date -
N/A
app pub date -
Sep 30, 2003
filing date -
Sep 30, 2003
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
The present invention relates to the reservation (or holding back or restricting) of agents with respect to work requiring particular agent skills. In particular, the present invention allows a limited number of agents to be reserved based on agent occupancy or on a number of agent skills. A process implementing the present invention may be performed in real-time, such that a determination as to whether an agent should be reserved with respect to a particular agent skill or queue is determined as agents complete assigned work items and become available to do other work.
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Cited Art Landscape
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