Automated transaction distribution system and method implementing transaction distribution to unavailable agents
US6636598B1 · kind B1 · utility
35Cited by
8References
33Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Jan 24, 2000 |
| Grant date | Oct 21, 2003 |
| Priority date | — |
| Expiry date | Jan 24, 2020 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2201/14
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
An automated transaction distribution system assigns an incoming transaction (call, text chat, email, fax, etc.) to an agent who is selected to handle the transaction. If the best agent to select is not available because he or she is handling another transaction, taking a break, in a meeting, or otherwise unavailable, the incoming transaction may still be assigned if the selected agent is expected to become available within an acceptable time period for that type of transaction.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.