Multi-service request within a contact center
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United States of America Patent
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May 3, 2011
Grant Date -
N/A
app pub date -
Aug 15, 2006
filing date -
Aug 15, 2006
priority date (Note) -
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status (Latency Note)
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Abstract
A contact center that includes: (a) an input 200 operable to receive a contact; (b) a task expert module 232 to (i) identify a plurality of tasks 400 associated with the contact; (ii) group the tasks 400 into first and second task sets; and (iii) queue the first and second task sets at different positions in at least one queue 208; and (c) an agent and work item selector 220 to assign the first task set to a first agent for servicing while maintaining the second task set in the at least one queue 208.
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