发明申请
US20120278136A1 DYNAMIC WORK ASSIGNMENT STRATEGIES BASED ON MULTIPLE ASPECTS OF AGENT PROFICIENCY
审中-公开
基于药剂专业多方面的动态工作分配战略
- 专利标题： DYNAMIC WORK ASSIGNMENT STRATEGIES BASED ON MULTIPLE ASPECTS OF AGENT PROFICIENCY
- 专利标题（中）： 基于药剂专业多方面的动态工作分配战略
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申请号： US13540906申请日： 2012-07-03
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公开(公告)号： US20120278136A1公开(公告)日： 2012-11-01
- 发明人: Andrew D. Flockhart , Robert C. Steiner
- 申请人： Andrew D. Flockhart , Robert C. Steiner
- 申请人地址： US NJ Basking Ridge
- 专利权人： AVAYA INC.
- 当前专利权人： AVAYA INC.
- 当前专利权人地址： US NJ Basking Ridge
- 主分类号： G06Q10/06
- IPC分类号： G06Q10/06
摘要：
A contact center having a plurality of performance goals is provided. The contact center includes a routing agent operable, when a work item is to be routed to a servicing destination, determine, for each performance goal, a status of goal realization and a corresponding set of selection criteria for the determined statuses of goal realization and a destination selector operable to select the servicing destination based, at least in part, on the set of selection criteria.
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