Multi-media contact channel in agent state control system and method for use in a contact center
Number of patents in Portfolio can not be more than 2000
United States of America Patent
Stats
-
Sep 18, 2012
Grant Date -
Mar 8, 2007
app pub date -
Aug 23, 2005
filing date -
Aug 23, 2005
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A channel and agent state control system and method is used in a contact center having a plurality of multi-media contact channels and a plurality of agents for handling communications over the contact channels. The agents are allocated to one or more contact channel tasks corresponding to the contact channels. The system and method reallocates the agents between the contact channels based upon real-time contact channel state data and the agent states. The system and method can be configured by a user to determine when reallocation is needed within a contact channel and to determine how the agents are reallocated.
First Claim
Family
International Classification(s)
Cited Art Landscape
Patent Citation Ranking
Advertisement
Advertisement
Advertisement
Recipient Email Address
Recipient Email Address
Comment
Recipient Email Address
Add to Portfolio(s)
To add this patent to one, or more, of your portfolios, simply click the add button.
This Patent is in these Portfolios:
Add to additional portfolios:
Last Refreshed On:
Changes done successfully