System and method for maintaining real-time agent information for multi-channel communication queuing
US7315616B2 · kind B2 · utility
36Cited by
55References
41Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Mar 31, 2001 |
| Grant date | Jan 1, 2008 |
| Priority date | — |
| Expiry date | Dec 6, 2021 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5175
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
An apparatus and method for maintaining data for multi-channel communication queuing associated with different media formats such as telephone, email, and fax. A list of agent data includes information related to types of communication media an agent can access. The data can further include information related to an agent's skills, a list of media routes, statistics for communication channels of specified media types, statistics for an agent, and journals for work items. Priority values for the media routes, the maximum number of queued items for the media routes, and times for escalating a work item can also be included.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.