Method and apparatus for scheduling callbacks via offline offer tasks to knowledge workers
US9680996B2 · kind B2 · utility
34Cited by
2References
10Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Jul 16, 2008 |
| Grant date | Jun 13, 2017 |
| Priority date | — |
| Expiry date | Nov 18, 2034 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/42195
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
In one embodiment, a method includes a request that is obtained by a call center system from a customer. The method also includes identifying a first set of experts that includes at least a first expert suitable for, or capable of, processing the request. The first expert is offline with respect to the call center system. An offer task is created and provided to the first set of experts. The offer task identifies the request and initiates the scheduling of a callback to address the request.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.