Invention Grant
- Patent Title: Managing transaction complexity in a contact center
- Patent Title (中): 管理联络中心的交易复杂性
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Application No.: US14023218Application Date: 2013-09-10
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Publication No.: US09100486B2Publication Date: 2015-08-04
- Inventor: Katherine A. Sobus , Robert C. Steiner
- 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 ; H04M3/523

Abstract:
A contact is received in a contact center. For example, an incoming voice call or email is received by the contact center. A complexity of the contact is determined. The complexity of the contact is how difficult the contact will be to process by an agent. For instance, the agent may have to do additional work outside the call based on the type of contact. In response to determining the complexity of the contact, the contact is routed to an agent of the contact center and a compensation of the agent is adjusted for servicing the contact.The systems and methods can also work for multiple contacts that are processed by multiple agents. In addition, the systems and methods will work with outbound contacts.
Public/Granted literature
- US20150071428A1 MANAGING TRANSACTION COMPLEXITY IN A CONTACT CENTER Public/Granted day:2015-03-12
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