Method and apparatus for the simultaneous delivery of multiple contacts to an agent
US7949121B1 · kind B1 · utility
31Cited by
326References
37Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Mar 1, 2005 |
| Grant date | May 24, 2011 |
| Priority date | — |
| Expiry date | Nov 10, 2026 |
Classification
- Technology area (CPC Y)Emerging Cross-Sectional Technologies
- CPC primaryY10S370/901
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A contact center 100 including a grouping agent 232 that is operable to (a) select a first work item 308a, 312a, 316a, or 320a for servicing by a contact center resource; (b) determine whether the first work item is related to a second work item 308b, 312b, 316b, or 320b; and (c) when the first work item is related to the second work item, create, for servicing by the contact center resource, a first work item grouping comprising the first and second work items.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.