Invention Grant
US08842820B2 Enhanced contact center architecture to support agent resource optimization
有权
增强的联络中心架构，支持代理资源优化
- Patent Title: Enhanced contact center architecture to support agent resource optimization
- Patent Title (中): 增强的联络中心架构，支持代理资源优化
-
Application No.: US12619257Application Date: 2009-11-16
-
Publication No.: US08842820B2Publication Date: 2014-09-23
- Inventor: James Fan , Jennifer K. Lam , Deva-Datta Sharma , Eric Towell
- Applicant: James Fan , Jennifer K. Lam , Deva-Datta Sharma , Eric Towell
- 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: H04M3/00
- IPC: H04M3/00 ; H04M5/00 ; H04M3/523 ; H04M3/51
Abstract:
Routing communications at a communications center includes servicing a first communication concurrently with receiving a second communication, at the communications center. It is determined, using a tangible first processor, whether a sender of the first communication and a sender of the second communication are associated with a common account. The second communication is routed to an agent based on the determining.
Public/Granted literature
- US20110116617A1 ENHANCED CONTACT CENTER ARCHITECTURE TO SUPPORT AGENT RESOURCE OPTIMIZATION Public/Granted day:2011-05-19
Information query
