Method and apparatus for automated personalization and presentation of workload assignments to agents within a multimedia communication center
US6381640B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Feb 19, 1999 |
| Grant date | Apr 30, 2002 |
| Priority date | — |
| Expiry date | Feb 19, 2019 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/404
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
In a multimedia call center (MMCC) an agent work presentation software model (AWPM) may be programmed to an individual agent or group of agents, and set to launch automatically each time an agent for whom the model is programmed logs on to the operating system of the MMCC. The AWPM has interfaces for accessing all necessary information to prepare agent work lists, such as agent skills, licenses, authorizations, waiting calls, and waiting work of other sorts, and automatically accesses the needed information and prepares a dynamic work list to an agent for the duration of a work session. Work lists are updated by the pertinent AWPM as each agent accomplishes tasks, and work-in-progress is updates as well. Many other tasks may be done as well, such as statistical updates, agent rating, alerts, and so on.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.