发明授权
- 专利标题： Multi-service request within a contact center
- 专利标题（中）： 联络中心内的多服务请求
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申请号： US11464737申请日： 2006-08-15
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公开(公告)号： US07936867B1公开(公告)日： 2011-05-03
- 发明人: Deborah Jeanne Hill , Sarah Hildebrandt Kiefhaber , Joylee E. Kohler , Henry R. Paddock , Katherine A. Sobus , Rodney A. Thomson
- 申请人： Deborah Jeanne Hill , Sarah Hildebrandt Kiefhaber , Joylee E. Kohler , Henry R. Paddock , Katherine A. Sobus , 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
摘要：
A contact center that includes: (a) an input 200 operable to receive a contact; (b) a task expert module 232 to (i) identify a plurality of tasks 400 associated with the contact; (ii) group the tasks 400 into first and second task sets; and (iii) queue the first and second task sets at different positions in at least one queue 208; and (c) an agent and work item selector 220 to assign the first task set to a first agent for servicing while maintaining the second task set in the at least one queue 208.
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