发明授权
- 专利标题： Prioritized service delivery based on presence and availability of interruptible enterprise resources with skills
- 专利标题（中）： 基于存在和可用的具有技能的可中断企业资源的优先服务交付
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申请号： US11245724申请日： 2005-10-06
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公开(公告)号： US07787609B1公开(公告)日： 2010-08-31
- 发明人: Andrew D. Flockhart , Robin H. Foster , Eugene P. Mathews , Jill K. Ross , John Z. Taylor , Rodney A. Thomson
- 申请人： Andrew D. Flockhart , Robin H. Foster , Eugene P. Mathews , Jill K. Ross , John Z. Taylor , Rodney A. Thomson
- 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
- 代理机构： Sheridan Ross P.C.
- 主分类号： H04M3/00
- IPC分类号： H04M3/00 ; H04M5/00
摘要：
The present invention is directed to a contact center using presence information to direct work items to experts. More specifically, a system is provided that includes a feature that allows for subject matter experts, which are individuals other than customer service agents, to assist in incoming calls in at least three different modes: an assist mode, an intercept mode and an overflow mode. Thus, customer service efficiency and customer satisfaction are increased. In addition, it is contemplated that subject matter experts may either selectively accept or deny the request for assistance.
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