Automatic contact distributor with workflow system integration
First Claim
1. A method of operating an automatic contact distributor by an organization having a plurality of agents, such method comprising:
- detecting receipt of a plurality of contacts and a plurality of workflow projects by the automatic contact distributor; and
the automatic contact distributor assigning a contact of the plurality of contacts to a first agent of the plurality of agents and a workflow project of the plurality of workflow projects to a second agent of the plurality of agents where the assignment of the contact and of the workflow project to the first and second agent is based upon a set of enterprise rules of the organization.
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Accused Products
Abstract
A method and apparatus are provided for operating an automatic contact distributor by an organization having a plurality of agents. The method includes the steps of detecting receipt of a plurality of contacts and a plurality of workflow projects, determining a contact type of each contact of the plurality of contacts and a workflow type of each workflow project of the plurality of workflow projects and assigning a contact of the plurality of contacts to a first agent of the plurality of agents and a workflow project of the plurality of workflow projects to a second agent of the plurality of agents where the assignment of the contact and of the workflow project to the first and second agent is based upon a set of enterprise rules of the organization.
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Citations
35 Claims
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1. A method of operating an automatic contact distributor by an organization having a plurality of agents, such method comprising:
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detecting receipt of a plurality of contacts and a plurality of workflow projects by the automatic contact distributor; and
the automatic contact distributor assigning a contact of the plurality of contacts to a first agent of the plurality of agents and a workflow project of the plurality of workflow projects to a second agent of the plurality of agents where the assignment of the contact and of the workflow project to the first and second agent is based upon a set of enterprise rules of the organization. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13)
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14. A apparatus for operating an automatic contact distributor by an organization having a plurality of agents, such apparatus comprising:
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means for detecting receipt of a plurality of contacts and a plurality of workflow projects; and
means for assigning a contact of the plurality of contacts to a first agent of the plurality of agents and a workflow project of the plurality of workflow projects to a second agent of the plurality of agents where the assignment of the contact and of the workflow project to the first and second agent is based upon a set of enterprise rules of the organization. - View Dependent Claims (15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26)
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27. A apparatus for operating an automatic contact distributor by an organization having a plurality of agents, such apparatus comprising:
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a project processor that detects receipt of a plurality of contacts and a plurality of workflow projects; and
an agent selection application that assigns a contact of the plurality of contacts to a first agent of the plurality of agents and a workflow project of the plurality of workflow projects to a second agent of the plurality of agents where the assignment of the contact and of the workflow project to the first and second agent is based upon a set of enterprise rules of the organization. - View Dependent Claims (28, 29, 30, 31, 32, 33, 34, 35)
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Specification