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Virtual contact center with flexible staffing control

  • US 20050008140A1
  • Filed: 08/03/2004
  • Published: 01/13/2005
  • Est. Priority Date: 09/18/1997
  • Status: Abandoned Application
First Claim
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1. In a network virtual contact center comprising a contact control server and at least one customer service representative (CSR) for serving contacts from customers, a method for alerting CSRs who are not logged on comprising identifying values for at least one virtual contact center state variable, when said identified values bear a predetermined first relationship to respective first predetermined values for at least one of said state variables, issuing a command for at least one communication to alert additional contact center resources.

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