Invention Grant
- Patent Title: External contact center data collection and measurement
- Patent Title (中): 外部联络中心数据收集和测量
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Application No.: US14037724Application Date: 2013-09-26
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Publication No.: US08903076B2Publication Date: 2014-12-02
- Inventor: Joann J. Ordille , Valentine C. Matula , Ramanujan Kashi
- Applicant: Avaya Inc.
- 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 ; H04M5/00 ; H04M3/523
Abstract:
External queue monitoring of contact center queues is provided as a means that may better service the customer and measure service level objectives. External queue monitoring provides the opportunity for real-time monitoring of the queue and modification of contact center operations, such as devices routing queue members, in response to queuing or enqueued customers.
Public/Granted literature
- US20140314226A1 EXTERNAL CONTACT CENTER DATA COLLECTION AND MEASUREMENT Public/Granted day:2014-10-23
Information query
