Invention Grant
- Patent Title: Contact center sizing and broadcasting based on probabilities
- Patent Title (中): 基于概率的联络中心大小和广播
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Application No.: US12204342Application Date: 2008-09-04
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Publication No.: US08510146B2Publication Date: 2013-08-13
- Inventor: Kenneth Jordan , Khaled A. Gouda , Soufiane Houri
- Applicant: Kenneth Jordan , Khaled A. Gouda , Soufiane Houri
- Applicant Address: US CA San Jose
- Assignee: Cisco Technology, Inc.
- Current Assignee: Cisco Technology, Inc.
- Current Assignee Address: US CA San Jose
- Agency: Brinks Hofer Gilson & Lione
- Main IPC: G06Q10/00
- IPC: G06Q10/00 ; G06Q10/06
Abstract:
A contact center or enterprise communication system is provided. The system includes a first contact associated with a first task offer; one or more resources operable to accept the first task offer; and a contact center or enterprise communication system operable to determine a broadcast group of the one or more resources as a function of an acceptance factor for one or more of the resources.
Public/Granted literature
- US20100057521A1 CONTACT CENTER SIZING AND BROADCASTING BASED ON PROBABILITIES Public/Granted day:2010-03-04
Information query
