One-to-one matching in a contact center
US8634543B2 · kind B2 · utility
81Cited by
9References
17Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Sep 15, 2010 |
| Grant date | Jan 21, 2014 |
| Priority date | — |
| Expiry date | Dec 28, 2030 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q10/06
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A queueless 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, achieve true one-to-one matching. Solutions are also provided for managing data structures utilized by the queueless contact center. Furthermore, mechanisms for generating traditional queue-based performance views and metrics for the queueless contact center are proposed to help facilitate a smooth transition from traditional queue-based contact centers to the next generation contact centers described herein.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.