Prioritized service delivery based on presence and availability of interruptible enterprise resources with skills
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United States of America Patent
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Aug 31, 2010
Grant Date -
N/A
app pub date -
Oct 6, 2005
filing date -
Oct 6, 2005
priority date (Note) -
In Force
status (Latency Note)
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Abstract
The present invention is directed to a contact center using presence information to direct work items to experts. More specifically, a system is provided that includes a feature that allows for subject matter experts, which are individuals other than customer service agents, to assist in incoming calls in at least three different modes: an assist mode, an intercept mode and an overflow mode. Thus, customer service efficiency and customer satisfaction are increased. In addition, it is contemplated that subject matter experts may either selectively accept or deny the request for assistance.
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