Invention Grant
US08116446B1 Agent driven work item awareness for tuning routing engine work-assignment algorithms
有权
代理驱动工作项目意识，用于调整路由引擎工作分配算法
- Patent Title: Agent driven work item awareness for tuning routing engine work-assignment algorithms
- Patent Title (中): 代理驱动工作项目意识，用于调整路由引擎工作分配算法
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Application No.: US11243435Application Date: 2005-10-03
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Publication No.: US08116446B1Publication Date: 2012-02-14
- Inventor: Rajeev P. Kalavar
- Applicant: Rajeev P. Kalavar
- Applicant Address: US NJ Basking Ridge
- Assignee: Avaya Inc.
- Current Assignee: Avaya Inc.
- Current Assignee Address: US NJ Basking Ridge
- Agency: Sheridan Ross P.C.
- Main IPC: H04M3/00
- IPC: H04M3/00
Abstract:
Architecture for providing deductive context to a contact center routing engine is provided. Specifically, when a first interaction or set of interactions is received by a first agent and that agent cannot handle part or all of those interactions, before sending those interactions back to the routing engine, the agent can provide additional information enabling the routing engine to use the information when determining the next optimal resource for the grouped interactions.
Information query
