Invention Grant
- Patent Title: System and method for managing a contact center
- Patent Title (中): 用于管理联络中心的系统和方法
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Application No.: US13786841Application Date: 2013-03-06
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Publication No.: US09100481B2Publication Date: 2015-08-04
- Inventor: Neil O'Connor , Paul D'Arcy , Dara Geary
- Applicant: Avaya Inc.
- Applicant Address: US NJ Basking Ridge
- Assignee: Avaya Inc.
- Current Assignee: Avaya Inc.
- Current Assignee Address: US NJ Basking Ridge
- Agency: Maldjian Law Group LLC
- Main IPC: H04M3/51
- IPC: H04M3/51 ; H04M3/493 ; H04M3/523

Abstract:
A service level controlling system for a contact center is provided. The service level controlling system includes a monitoring module for monitoring predetermined operation statistics, such as call traffic, in the contact center. The service level controlling system further includes a publishing module for publishing pre-configured solutions to each of agents in the contact center based upon at least one of the monitored predetermined operation statistics falling outside a predetermined range. The service level controlling system further includes a controlling module for automatically bringing the at least one of the monitored predetermined operation statistics within the predetermined range based upon execution of the pre-configured solutions selected by the agents.
Public/Granted literature
- US20140254776A1 SYSTEM AND METHOD FOR MANAGING A CONTACT CENTER Public/Granted day:2014-09-11
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