Work item relation awareness for agents during routing engine driven sub-optimal work assignments
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United States of America Patent
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Dec 6, 2011
Grant Date -
N/A
app pub date -
Oct 3, 2005
filing date -
Oct 3, 2005
priority date (Note) -
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Abstract
In one embodiment, a contact center 100 includes: (a) a queue 208 to contain a pointer to a first contact from a first customer; (b) a selector 220 to select a first agent to service the first contact, the first agent being a suboptimal selection for servicing the first contact and a second agent being an optimal selection for servicing the first contact; and (c) a routing notification agent 232 to notify the first agent that the second agent was the optimal selection for servicing the contact; and/or, after delivery of the first contact to the first agent, notify the second agent that the first agent is the suboptimal selection for servicing the contact and that the second agent is the optimal selection for servicing the contact.
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