Publishing contacts to opt-in users
US9948783B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 17, 2017 |
| Grant date | Apr 17, 2018 |
| Priority date | — |
| Expiry date | Mar 17, 2037 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/405
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method for reducing backlog at a call center comprises receiving a request for an agent of a contact center from a device associated with a contact and determining a context for the request. Based on the context, the request may be published to a portal service while restricting agents from servicing the request, and the duration of time that the request is published is monitored. If an interrupt that indicates that an opt-in user would like to handle the published request is received, then a device associated with the opt-in user is communicably coupled to the device associated with the contact. However, if the time that the request is published surpasses a threshold and an interrupt is not received then the request is removed from being published to the portal service and agents of the contact center are allowed to service the request.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.