发明申请
- 专利标题： OPTIMIZED METHOD TO SELECT AND RETRIEVE A CONTACT CENTER TRANSACTION FROM A SET OF TRANSACTIONS STORED IN A QUEUING MECHANISM
- 专利标题（中）： 优化方法选择和检索联系中心交易从存在于一个机构中的一组交易
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申请号： US13586318申请日： 2012-08-15
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公开(公告)号： US20120314847A1公开(公告)日： 2012-12-13
- 发明人: Peeyush JAISWAL , Naveen NARAYAN
- 申请人： Peeyush JAISWAL , Naveen NARAYAN
- 申请人地址： US NY Armonk
- 专利权人： INTERNATIONAL BUSINESS MACHINES CORPORATION
- 当前专利权人： INTERNATIONAL BUSINESS MACHINES CORPORATION
- 当前专利权人地址： US NY Armonk
- 主分类号： H04M1/64
- IPC分类号： H04M1/64 ; H04M11/00
摘要：
A system and method to select and retrieve contact center transactions from a set of transactions stored in a queuing mechanism. The system includes an interactive voice response system configured to accept at least one call and dynamically populate a web form with call data associated with the at least one call. The system also includes a queuing engine configured to allow a call agent to access the call data prior to the at least one call being connected to the call agent.
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