AUTOMATED MECHANISM FOR POPULATING AND MAINTAINING DATA STRUCTURES IN A QUEUELESS CONTACT CENTER
First Claim
Patent Images
1. A method, comprising:
- receiving, at a Contact Center Algorithm Language (CCAL) module, a first set of rules for controlling behavior of a contact center, the first set of rules being in a first computing language;
executing, by the CCAL module, a set of optimization rules to transform the first set of rules into at least one of a data structure, procedure, task, and event for controlling behavior of a queueless contact center, wherein the transformed first set of rules are in a second computing language; and
implementing the transformed first set of rules to control behavior of the queueless contact center.
20 Assignments
0 Petitions
Accused Products
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.
-
Citations
20 Claims
-
1. A method, comprising:
-
receiving, at a Contact Center Algorithm Language (CCAL) module, a first set of rules for controlling behavior of a contact center, the first set of rules being in a first computing language; executing, by the CCAL module, a set of optimization rules to transform the first set of rules into at least one of a data structure, procedure, task, and event for controlling behavior of a queueless contact center, wherein the transformed first set of rules are in a second computing language; and implementing the transformed first set of rules to control behavior of the queueless contact center. - View Dependent Claims (2, 3, 4, 5, 6, 7)
-
-
8. A computer readable medium having stored thereon instructions that cause a computing system to execute a method, the instructions comprising:
-
instructions configured to receive a first set of rules for controlling behavior of a contact center, the first set of rules being in a first computing language; a set of optimization rules that, when executed, transform the first set of rules into at least one of a data structure, procedure, task, and event for controlling behavior of a queueless contact center, wherein the transformed first set of rules are in a second computing language; and instructions configured to implement the transformed first set of rules to control behavior of the queueless contact center. - View Dependent Claims (9, 10, 11, 12, 13, 14)
-
-
15. A system, comprising:
a work assignment engine including a parser and a Contact Center Algorithm Language (CCAL) module, the CCAL module configured to receive a first set of rules for controlling behavior of a contact center, the first set of rules being in a first computing language, the CCAL module being further configured to execute a set of optimization rules to transform the first set of rules into at least one of a data structure, procedure, task, and event for controlling behavior of a queueless contact center, wherein the transformed first set of rules are in a second computing language, and wherein the parser is configured to translate the transformed first set of rules to enable the work assignment engine to control behavior of the queueless contact center. - View Dependent Claims (16, 17, 18, 19, 20)
Specification