Method and apparatus for the automated delivery of notifications to contacts based on predicted work prioritization
First Claim
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1. A method for operating a contact center, comprising:
- (a) enqueuing, in a work item queue, an intra-enterprise contact associated with at least first and second internal endpoints of an enterprise network;
(b) selecting a work item for assignment to an agent, wherein, in selecting the work item, the intra-enterprise contact and a customer contact are both considered; and
(c) assigning the selected work item to an agent.
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Abstract
In one embodiment, a contact center is provided that includes:
- (a) a work item queue 208, 250 comprising an intra-enterprise contact associated with at least first and second internal endpoints of an enterprise; and (b) a selector operable to select and assign a work item to an agent. In selecting the work item, the selector considers both a customer contact and the intra-enterprise contact. The intra-enterprise contact, for example, can be a training notification.
353 Citations
26 Claims
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1. A method for operating a contact center, comprising:
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(a) enqueuing, in a work item queue, an intra-enterprise contact associated with at least first and second internal endpoints of an enterprise network;
(b) selecting a work item for assignment to an agent, wherein, in selecting the work item, the intra-enterprise contact and a customer contact are both considered; and
(c) assigning the selected work item to an agent. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A method for operating a contact center, comprising:
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(a) providing an intra-enterprise contact between internal endpoints of an enterprise network, wherein at least one of the following is true;
(i) the intra-enterprise contact is addressed to multiple agents; and
(ii) the intra-enterprise contact comprises multiple related contacts, each contact being addressed to a different one of the multiple agents; and
(b) when each of the multiple agents is available, delivering the intra-enterprise contact to the agent, wherein the intra-enterprise contact is delivered to each of the multiple agents at a different time. - View Dependent Claims (13, 14, 15, 16)
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17. A contact center, comprising:
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(a) a work item queue comprising an intra-enterprise contact associated with at least first and second internal endpoints of an enterprise; and
(b) a selector operable to select a work item for assignment to an agent, wherein, in selecting the work item, the selector considers the intra-enterprise contact and a customer contact and assigns the selected work item to an agent. - View Dependent Claims (18, 19, 20, 21, 22, 23, 24, 25, 26)
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Specification