公开(公告)号：US20140079209A1

公开(公告)日：2014-03-20

申请号：US13622525

申请日：2012-09-19

Applicant: AVAYA INC.

Inventor： Andrew D. Flockhart ,  Robert C. Steiner ,  Joylee Kohler

IPC: H04M3/00

CPC classification number: H04M3/5232 ,  H04M2203/404

Abstract: A contact center is described along with various methods and mechanisms for administering the same. Work assignment methods are disclosed that push notifications to one or more resources about available work item opportunities. The one or more resources can pull the work item from the notification groups to handle the work item. Moreover, the pushed notifications can be added to a traditional work assignment scheme to aid in the answering of work items and/or offer training to a plurality of resources.

Abstract translation: 描述联络中心以及用于施用它的各种方法和机制。 披露了工作分配方法，将通知推送到关于可用工作项机会的一个或多个资源。 一个或多个资源可以从通知组中提取工作项以处理工作项。 此外，推送的通知可以被添加到传统的工作分配方案中，以帮助回答工作项目和/或向多个资源提供培训。