System and method for automated and customizable agent availability and task assignment management
Number of patents in Portfolio can not be more than 2000
United States of America Patent
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Jul 29, 2008
Grant Date -
N/A
app pub date -
Jun 27, 2000
filing date -
Jun 27, 2000
priority date (Note) -
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Abstract
A system and method for blending tasks received from a plurality of media switches. The method comprises receiving a plurality of task data indicating a plurality of tasks and a plurality of agent data indicating a plurality of agents. The task data and the agent data are stored in a database system. Tasks are assigned to the agents according to workflows. The system comprises a blending engine coupled to a plurality of media switches and a plurality of agent workstations coupled to the blending engine. The blending engine receives a plurality of task data from the media switches. The agent workstations provide a plurality of agent data to the blending engine. The blending engine provides a plurality of task assignments to the agent workstations according to workflows.
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