Customer-Enabled Evaluation and and Control of Communication Center Agent Contact
First Claim
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1. A communication center comprising:
- agents operating at workstations and enabled to interact with customers;
a router for routing incoming transactions from customers to agents; and
routing rule sets associated with specific customers;
wherein individual ones of the rule sets include one or more constraints set by the customer associated with the rule set.
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Abstract
A communication center has agents operating at workstations and enabled to interact with customers, a router for routing incoming transactions from customers to agents, and routing rule sets associated with specific customers. Individual ones of the rule sets include one or more contact constraints set by the customer associated with the rule set.
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Citations
18 Claims
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1. A communication center comprising:
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agents operating at workstations and enabled to interact with customers; a router for routing incoming transactions from customers to agents; and routing rule sets associated with specific customers; wherein individual ones of the rule sets include one or more constraints set by the customer associated with the rule set. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A method for managing contact preferences in a communication center, comprising steps of:
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(a) providing customers during or after an interaction with an agent a mechanism for indicating one or more preferences regarding future contacts with the same agent; (b) storing constraints input from customers in rule sets associated with specific customers for use by a transaction router; and (c) using a customer ID, accessing the stored constraints by the router, and incorporating the constraints in routing in the event of a subsequent transaction from a customer. - View Dependent Claims (8, 9, 10, 11, 12)
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13. A router for routing transactions to agents in a communication center, comprising:
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a mechanism for identifying a customer upon receiving a transaction to route; stored rule sets associated with individual customers; and a mechanism for finding a rule set associated with the customer who initiated the transaction, and for applying the rule set in routing the transaction. - View Dependent Claims (14, 15, 16, 17, 18)
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Specification