ONE-TO-ONE MATCHING IN A CONTACT CENTER
First Claim
Patent Images
1. A method, comprising:
- receiving, at a work assignment engine, a work item;
considering, by the work assignment engine, every resource in a resource pool as a potential resource for assigning to the work item;
determining, by the work assignment engine, a selected resource from the resource pool for processing the work item; and
assigning, by the work assignment engine, the work item to the selected resource.
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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.
72 Citations
20 Claims
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1. A method, comprising:
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receiving, at a work assignment engine, a work item; considering, by the work assignment engine, every resource in a resource pool as a potential resource for assigning to the work item; determining, by the work assignment engine, a selected resource from the resource pool for processing the work item; and assigning, by the work assignment engine, the work item to the selected resource. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A method, comprising:
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determining, by a work assignment engine, that a resource has become available; considering, by the work assignment engine, every work item in a work pool as a potential work item for assigning to the resource; determining, by the work assignment engine, a selected work item from the work pool for assigning to the resource; and assigning, by the work assignment engine, the selected work item to the resource. - View Dependent Claims (11, 12, 13, 14, 15)
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16. A contact center, comprising:
a routing mechanism including a work item assignment engine configured to make work item assignment decisions by analyzing every resource or work item in the contact center as a potential resource or work item for assigning to a work item or resource, respectively. - View Dependent Claims (17, 18, 19, 20)
Specification