CONTACT CENTER SIZING AND BROADCASTING BASED ON PROBABILITIES
First Claim
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1. A system, comprising:
- a contact center,a first contact operable to contact the contact center, the first contact is associated with a first task offer that defines a first task offer request; and
one or more resources operable to accept the first task offer, the one or more resources support the contact center;
wherein the contact center is operable to determine a first broadcast group of the one or more resources as a function of an acceptance factor for one or more of the resources.
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Abstract
A contact center or enterprise communication system is provided. The system includes a first contact associated with a first task offer; one or more resources operable to accept the first task offer; and a contact center or enterprise communication system operable to determine a broadcast group of the one or more resources as a function of an acceptance factor for one or more of the resources.
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Citations
20 Claims
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1. A system, comprising:
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a contact center, a first contact operable to contact the contact center, the first contact is associated with a first task offer that defines a first task offer request; and one or more resources operable to accept the first task offer, the one or more resources support the contact center; wherein the contact center is operable to determine a first broadcast group of the one or more resources as a function of an acceptance factor for one or more of the resources. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A method, comprising:
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receiving a first contact in a contact center; generating a first task offer for the first contact; determining an acceptance factor, which is a probability that one or more resources supporting the contact center will accept the first task offer; determining a broadcast group as a function of the acceptance factor; and broadcasting a first task offer to the broadcast group. - View Dependent Claims (10, 11, 12, 13, 14, 15)
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16. Logic encoded in one or more tangible media for execution and when executed operable to:
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receive a first contact, generate a first task offer for the first contact based on a task for the first contact, such that the first task offer is operable to be accepted, denied, or ignored by one or more resource that are operable to accept the task offer, and determine a minimum set of the one or more resources as a function of one or more acceptance factors of the one or more resources, such that the task offer will be accepted. - View Dependent Claims (17, 18, 19, 20)
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Specification