Invention Grant
- Patent Title: Customer-enabled evaluation and control of communication center agent contact
- Patent Title (中): 客户启用的通讯中心代理联络评估与控制
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Application No.: US14280541Application Date: 2014-05-16
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Publication No.: US09124696B2Publication Date: 2015-09-01
- Inventor: S. Michael Perlmutter
- Applicant: Genesys Telecommunications Laboratories, Inc.
- Applicant Address: US CA Daly City
- Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Current Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Current Assignee Address: US CA Daly City
- Agency: Christie, Parker & Hale, LLP
- Main IPC: H04M3/00
- IPC: H04M3/00 ; H04M5/00 ; H04M3/51 ; H04M3/42 ; H04M3/523
Abstract:
A communication center has agents operating at workstations and enabled to interact with customers, a router for routing incoming transactions from customers to agents, and routing rule sets associated with specific customers. Individual ones of the rule sets include one or more contact constraints set by the customer associated with the rule set.
Public/Granted literature
- US20140254789A1 CUSTOMER-ENABLED EVALUATION AND CONTROL OF COMMUNICATION CENTER AGENT CONTACT Public/Granted day:2014-09-11
Information query
