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Multi-media contact channel in agent state control system and method for use in a contact center

  • US 20070055777A1
  • Filed: 08/23/2005
  • Published: 03/08/2007
  • Est. Priority Date: 08/23/2005
  • Status: Active Grant
First Claim
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1. A multi-media contact channel and agent state control method for use in a contact center having a plurality of multi-media contact channels and a plurality of agents for handling communications over said contact channels, wherein each of said agents are assigned to at least one contact channel task corresponding to said contact channels, said method comprising the acts of:

  • providing agent configuration data and contact channel configuration data;

    posting real-time contact channel state data representing contact channel states of said multi-media contact channels;

    determining, based upon said real-time contact channel state data and said contact channel configuration data, that at least one of said contact channels needs a re-allocation of agent resources;

    monitoring agents in said contact center to determine an agent state for each of said agents, said agent state being an operational activity being performed by an agent within a contact channel task; and

    re-allocating at least one of said agents based upon said at least one contact channel needing said re-allocation of agent resources and based upon said agent state of said one of said agents and said agent configuration data.

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