BITMAPS FOR NEXT GENERATION CONTACT CENTER
First Claim
Patent Images
1. A method, comprising:
- determining that an element in a contact center has become available for assignment;
determining a search criteria associated with processing requirements or capabilities of the element;
scanning a bitmap for the search criteria to identify counter-elements in the contact center that are qualified to be assigned to the element; and
based on the scanning, determining a set of counter-elements that are qualified to be assigned to the element.
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Abstract
A queueless contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, achieve true one-to-one matching. Solutions are also provided for managing data structures utilized by the queueless contact center. Furthermore, mechanisms for generating traditional queue-based performance views and metrics for the queueless contact center are proposed to help facilitate a smooth transition from traditional queue-based contact centers to the next generation contact centers described herein.
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Citations
20 Claims
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1. A method, comprising:
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determining that an element in a contact center has become available for assignment; determining a search criteria associated with processing requirements or capabilities of the element; scanning a bitmap for the search criteria to identify counter-elements in the contact center that are qualified to be assigned to the element; and based on the scanning, determining a set of counter-elements that are qualified to be assigned to the element. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A computer readable medium having stored thereon instructions that cause a computing system to execute a method, the instructions comprising:
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instructions configured to determine that an element in a contact center has become available for assignment; instructions configured to determine a search criteria associated with processing requirements or capabilities of the element; instructions configured to scan a bitmap for the search criteria to identify counter-elements in the contact center that are qualified to be assigned to the element; and instructions configured to, based on the scanning, determine a set of counter-elements that are qualified to be assigned to the element. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17)
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18. A work assignment mechanism, comprising:
a work assignment engine configured determine that an element in a contact center has become available for assignment, determine a search criteria associated with processing requirements or capabilities of the element, scan a bitmap for the search criteria to identify counter-elements in the contact center that are qualified to be assigned to the element, and, based on the scanning, determine a set of counter-elements that are qualified to be assigned to the element. - View Dependent Claims (19, 20)
Specification