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公开(公告)号：US20200007685A1
公开(公告)日：2020-01-02
申请号：US16021586
申请日：2018-06-28
Applicant: Avaya Inc.
Inventor： Jibin George , Salil Dhawan , Sandeep Goynar , Harsimran Jeet Singh , Kalpana Autade
Abstract: A plurality of escalated communication sessions are received. The plurality of escalated communication sessions are initially a plurality of established communication sessions between communication endpoints of users and communication endpoints of contact center agents. A priority for the plurality of escalated communication sessions is determined based on one or more routing factors. In response to determining the priority of the plurality of escalated communication sessions, the plurality of escalated communication sessions are routed to a communication endpoint of a supervisor or a technical specialist based on the priority.
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