Invention Grant
- Patent Title: Skills-based communication routing
- Patent Title (中): 基于技能的通信路由
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Application No.: US11972328Application Date: 2008-01-10
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Publication No.: US08737600B2Publication Date: 2014-05-27
- Inventor: Michael Kamlet , Christopher C. Baker , Robert J. Hinckley , Daniel Whitecotton , Yvette E. Aparicio , Alfonso G. Camacho
- Applicant: Michael Kamlet , Christopher C. Baker , Robert J. Hinckley , Daniel Whitecotton , Yvette E. Aparicio , Alfonso G. Camacho
- Applicant Address: US GA Atlanta
- Assignee: AT&T Intellectual Property I, L.P.
- Current Assignee: AT&T Intellectual Property I, L.P.
- Current Assignee Address: US GA Atlanta
- Agency: Greenblum & Bernstein, P.L.C.
- Main IPC: H04M3/523
- IPC: H04M3/523
Abstract:
A skills-based method for routing an incoming communication includes determining a task associated with the incoming communication. The method also includes routing the incoming communication, based on the task, to be serviced by a pool of selected agents. The pool of selected agents includes agents from a first virtual group. The method further includes adding agents from a second virtual group to the pool of selected agents when the incoming communication has not been serviced before a waiting time exceeds a predetermined time.
Public/Granted literature
- US20090180607A1 SKILLS-BASED COMMUNICATION ROUTING Public/Granted day:2009-07-16
Information query
