Digital multimedia contact center with tier escalation and deescalation in response to changed criteria
    13.
    发明授权
    Digital multimedia contact center with tier escalation and deescalation in response to changed criteria 有权
    数字多媒体联络中心,按照变更的标准进行升级和删除

    公开(公告)号:US07254641B2

    公开(公告)日:2007-08-07

    申请号:US09774944

    申请日:2001-01-30

    CPC classification number: H04M3/523

    Abstract: A tiered service model for a digital multimedia contact center assigns an entering contact to an initial service tier based on routing criteria for the contact and may escalate or de-escalate the contact to a different service tier if the routing criteria changes. The routing criteria is initially determined based on a media type associated with the contact. The digital multimedia contact center contains a set of media routers, each of which passes a contact of a particular media type to a workflow engine which executes workflows to direct the processing of contacts at service tiers that require agent activity. Agents are allocated to contacts by a dynamic automate contact distributor and the appropriate media router is used to route the contact to an agent. The workflow engine also executes workflows for agents to control the allocation of agents to contacts.

    Abstract translation: 用于数字多媒体联络中心的分层服务模型基于联系人的路由标准将输入联系人分配给初始服务层,并且如果路由标准改变,则可以将联系人升级或解除升级到不同的服务层。 路由标准最初基于与联系人相关联的媒体类型来确定。 数字多媒体联络中心包含一组媒体路由器,每个媒体路由器将特定媒体类型的联系人传递到工作流引擎,该工作流引擎执行工作流以指示需要代理活动的服务层处理联系人。 代理由动态自动联系人分配器分配给联系人,并且使用适当的媒体路由器将联系人路由到代理。 工作流引擎还执行代理程序来控制代理人对联系人的分配。

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