Invention Grant
- Patent Title: Method and apparatus for the automated delivery of notifications to contacts based on predicted work prioritization
- Patent Title (中): 基于预测的工作优先级，自动向联系人传递通知的方法和装置
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Application No.: US11229265Application Date: 2005-09-16
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Publication No.: US08577015B2Publication Date: 2013-11-05
- Inventor: Andrew Flockhart , John Z. Taylor , Eugene P. Mathews
- Applicant: Andrew Flockhart , John Z. Taylor , Eugene P. Mathews
- Applicant Address: US NJ Basking Ridge
- Assignee: Avaya Inc.
- Current Assignee: Avaya Inc.
- Current Assignee Address: US NJ Basking Ridge
- Agency: Sheridan Ross P.C.
- Main IPC: H04M3/00
- IPC: H04M3/00
Abstract:
In one embodiment, a contact center is provided that includes: (a) a work item queue 208, 250 comprising an intra-enterprise contact associated with at least first and second internal endpoints of an enterprise; and (b) a selector operable to select and assign a work item to an agent. In selecting the work item, the selector considers both a customer contact and the intra-enterprise contact. The intra-enterprise contact, for example, can be a training notification.
Public/Granted literature
Information query
