Using true value in routing work items to resources

US8000989B1 · kind B1 · utility

Assignee

• Avaya Inc. · US

Inventors

• Sarah H. Kiefhaber · Boulder, US
• Joylee E. Kohler · Northglenn, US
• Henry R. Paddock · Boulder, US
• Katherine A. Sobus · Wilmington, US
• Rodney A. Thomson · Westminster, US

Key dates

• Filing date: Mar 31, 2004
• Grant date: Aug 16, 2011
• Expiry date: May 7, 2029

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q40/00
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

The present invention is directed to a contact center 100 comprising (a) an input operable to receive a contact from a customer, the customer having an associated value to the contact center 100 and (b) a contact selector 216 operable to select a resource of the contact center 100 to service the contact based, at least in part, on the associated value. The associated value reflects one or more of a historic, predicted, and current monetary expense of the contact center to service the customer.