Secret transfers in contact centers
US9154626B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 15, 2013 |
| Grant date | Oct 6, 2015 |
| Priority date | — |
| Expiry date | Mar 15, 2033 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5175
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A microprocessor executable resource monitor operable to determine that a less skilled and/or qualified resource has been assigned to service a work item or is servicing the work item, wherein a more skilled and/or qualified resource exists but is not currently available to service the work item, monitor at least one of a level of service provided by the less qualified resource to the work item and/or a customer associated with the work item and an availability of the more skilled and/or qualified resource to service the work item, and, in response to the monitoring step and while the work item is being serviced, transfer the work item to the more skilled and/or qualified resource for servicing.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.