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CONTACT CENTER SIZING AND BROADCASTING BASED ON PROBABILITIES

  • US 20100057521A1
  • Filed: 09/04/2008
  • Published: 03/04/2010
  • Est. Priority Date: 09/04/2008
  • Status: Active Grant
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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