Multi-media contact channel in agent state control system and method for use in a contact center
US8270591B2 · kind B2 · utility
1Cited by
28References
20Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Aug 23, 2005 |
| Grant date | Sep 18, 2012 |
| Priority date | — |
| Expiry date | Jul 14, 2028 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5234
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A channel and agent state control system and method is used in a contact center having a plurality of multi-media contact channels and a plurality of agents for handling communications over the contact channels. The agents are allocated to one or more contact channel tasks corresponding to the contact channels. The system and method reallocates the agents between the contact channels based upon real-time contact channel state data and the agent states. The system and method can be configured by a user to determine when reallocation is needed within a contact channel and to determine how the agents are reallocated.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.