Invention Grant
US07715548B2 Method and apparatus for integrating customer care inquiries across different media types
有权
用于整合不同媒体类型的客户关怀查询的方法和设备
- Patent Title: Method and apparatus for integrating customer care inquiries across different media types
- Patent Title (中): 用于整合不同媒体类型的客户关怀查询的方法和设备
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Application No.: US11211511Application Date: 2005-08-25
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Publication No.: US07715548B2Publication Date: 2010-05-11
- Inventor: Marian Croak , Hossein Eslambolchi
- Applicant: Marian Croak , Hossein Eslambolchi
- Applicant Address: US NY New York
- Assignee: AT&T Corp.
- Current Assignee: AT&T Corp.
- Current Assignee Address: US NY New York
- Main IPC: H04M3/00
- IPC: H04M3/00
Abstract:
A method and apparatus for integrating queries across different media types so that the response time performance of a customer care agent, such as time to respond and/or time to repair can be uniformly measured are disclosed. The present method can provide configurable time to respond and time to repair targets on a per media type basis or on a per queue basis across all different media types. Individual media type and/or queue thresholds can be set and alarms and notifications can be triggered when customer care agents exceed these thresholds.
Public/Granted literature
- US20070047528A1 Method and apparatus for integrating customer care inquiries across different media types Public/Granted day:2007-03-01
Information query
