Invention Grant
- Patent Title: System and method for compatibility-based team formation
- Patent Title (中): 基于兼容性团队形成的系统和方法
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Application No.: US14621030Application Date: 2015-02-12
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Publication No.: US09549070B2Publication Date: 2017-01-17
- Inventor: Neil O'Connor , Ronan Fox , Paul D'Arcy , Liam Loftus , Tommy Moran
- Applicant: Avaya Inc.
- Applicant Address: US CA Santa Clara
- Assignee: Avaya Inc.
- Current Assignee: Avaya Inc.
- Current Assignee Address: US CA Santa Clara
- Main IPC: H04M3/00
- IPC: H04M3/00 ; H04M5/00 ; H04M3/523

Abstract:
A system and method determines members of a team in a contact center to handle a request. The method is performed by a formation device by receiving a user request from a user device, the user request associated with a type of user request. The method includes determining a plurality of member types required in handling the request based upon the type of request. The method includes determining a plurality of agents of the contact center, the agents collectively having the member types. The method includes transmitting a request to a plurality of member devices of the contact center respectively associated with each of the agents to participate in a real-time communication with the user device in handling the user request.
Public/Granted literature
- US20160241716A1 System and Method for Compatibility-Based Team Formation Public/Granted day:2016-08-18
Information query