Work assignment deferment during periods of agent surplus
US8634541B2 · kind B2 · utility
11Cited by
3References
18Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Apr 26, 2012 |
| Grant date | Jan 21, 2014 |
| Priority date | — |
| Expiry date | Apr 26, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/402
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, support deferring work item routing decisions for a predetermined amount of time even when agents that are technically qualified to handle the work item are available. The deferment of work item routing decisions helps to achieve better matching and, therefore, increases contact center efficiency even though decisions are delayed.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.