Method and system for determining occupancy of resources in a multimodal contact center
US9591134B2 · kind B2 · utility
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20Claims
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Key dates
| Filing date | May 15, 2014 |
| Grant date | Mar 7, 2017 |
| Priority date | — |
| Expiry date | Feb 20, 2035 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5183
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method and system for determining occupancy of an agent in a multimodal contact center are provided. The method includes monitoring, by a processor, a plurality of multimodal contacts simultaneously handled by an agent. For each contact of the plurality of multimodal contacts, a media capability of a contact may be determined and one or more parameters based on the media capability and the agent may be determined. A multimodal occupancy score for the agent based on the one or more parameters for each of the plurality of multimodal contacts.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.