发明授权
US07949121B1 Method and apparatus for the simultaneous delivery of multiple contacts to an agent 有权
用于将多个触点同时传送到代理的方法和装置

Method and apparatus for the simultaneous delivery of multiple contacts to an agent
摘要:
A contact center 100 including a grouping agent 232 that is operable to (a) select a first work item 308a, 312a, 316a, or 320a for servicing by a contact center resource; (b) determine whether the first work item is related to a second work item 308b, 312b, 316b, or 320b; and (c) when the first work item is related to the second work item, create, for servicing by the contact center resource, a first work item grouping comprising the first and second work items.
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