Agent driven work item awareness for tuning routing engine work-assignment algorithms
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United States of America Patent
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Feb 14, 2012
Grant Date -
N/A
app pub date -
Oct 3, 2005
filing date -
Oct 3, 2005
priority date (Note) -
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Abstract
Architecture for providing deductive context to a contact center routing engine is provided. Specifically, when a first interaction or set of interactions is received by a first agent and that agent cannot handle part or all of those interactions, before sending those interactions back to the routing engine, the agent can provide additional information enabling the routing engine to use the information when determining the next optimal resource for the grouped interactions.
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