Publishing contacts to opt-in users
US10306069B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Apr 13, 2018 |
| Grant date | May 28, 2019 |
| Priority date | — |
| Expiry date | Apr 13, 2038 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/405
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method for reducing backlog at a call center comprises receiving a request for an agent of a contact center from a device associated with a contact and determining a context for the request. Based on the context, the request may be published while restricting agents from servicing the request, and the duration of time that the request is published is monitored. If an interrupt that indicates that an opt-in user would like to handle the published request is received, then a device associated with the opt-in user is communicably coupled to the device associated with the contact. However, after the request is published for a publish time and an interrupt from a device associated with an opt-in user is not received the request is removed from being published and agents of the contact center are allowed to service the request.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.