System and method for automated and customizable agent availability and task assignment management
US7406515B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Jun 27, 2000 |
| Grant date | Jul 29, 2008 |
| Priority date | — |
| Expiry date | Nov 12, 2021 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/402
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system and method for blending tasks received from a plurality of media switches. The method comprises receiving a plurality of task data indicating a plurality of tasks and a plurality of agent data indicating a plurality of agents. The task data and the agent data are stored in a database system. Tasks are assigned to the agents according to workflows. The system comprises a blending engine coupled to a plurality of media switches and a plurality of agent workstations coupled to the blending engine. The blending engine receives a plurality of task data from the media switches. The agent workstations provide a plurality of agent data to the blending engine. The blending engine provides a plurality of task assignments to the agent workstations according to workflows.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.