Invention Grant
- Patent Title: Adjustment of contact routing decisions to reward agent behavior
- Patent Title (中): 联系路由决策的调整以奖励代理行为
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Application No.: US13408782Application Date: 2012-02-29
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Publication No.: US09100480B2Publication Date: 2015-08-04
- Inventor: Joylee Kohler , Andrew D. Flockhart , Robert C. Steiner
- Applicant: Joylee Kohler , Andrew D. Flockhart , Robert C. Steiner
- 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 ; H04M3/51 ; H04M3/523
Abstract:
A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, reward positive agent behavior and performance by providing the agent with rewards and incentives. The rewards and incentives are provided to the agent by altering one or more aspects of the routing logic in the contact center.
Public/Granted literature
- US20130223610A1 ADJUSTMENT OF CONTACT ROUTING DECISIONS TO REWARD AGENT BEHAVIOR Public/Granted day:2013-08-29
Information query
