METHOD AND SYSTEM FOR OPTIMIZING CONTACT CENTER PERFORMANCE
First Claim
1. A method for assigning individual contact processing resources of a contact center to contacts in the contact center, comprising:
- responsive to receiving a new contact at the contact center, providing a respective contact object corresponding to the new contact within a population of contact objects corresponding to contacts being processed by the contact center;
providing a respective programmed processing object corresponding to each of a plurality of individual contact processing resources of the contact center, each processing object being arranged to adaptively and independently select contact objects from said population of contact objects based on a value received for processing contacts from said population and a value spent on processing contacts from said population; and
responsive to a programmed processing object selecting a contact object, assigning an associated contact processing resource to the contact.
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Accused Products
Abstract
A method for assigning individual contact processing resources of a contact center to contacts in the contact center is disclosed. On receiving a new contact at the contact center, a contact object corresponding to the new contact is provided within a population of contact objects corresponding to contacts being processed by the contact center. A programmed processing object corresponding to each individual contact processing resource of the contact center is provided. Each processing object is arranged to adaptively and independently select contact objects from the population of contact objects based on a value received for processing contacts from the population and a value spent on processing contacts from the population. Once a programmed processing object selects a contact object, an associated contact processing resource is assigned to the contact.
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Citations
30 Claims
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1. A method for assigning individual contact processing resources of a contact center to contacts in the contact center, comprising:
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responsive to receiving a new contact at the contact center, providing a respective contact object corresponding to the new contact within a population of contact objects corresponding to contacts being processed by the contact center; providing a respective programmed processing object corresponding to each of a plurality of individual contact processing resources of the contact center, each processing object being arranged to adaptively and independently select contact objects from said population of contact objects based on a value received for processing contacts from said population and a value spent on processing contacts from said population; and responsive to a programmed processing object selecting a contact object, assigning an associated contact processing resource to the contact. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27)
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28. A contact center arranged to assign individual contact processing resources of the contact center to incoming contacts, the contact center being responsive to receiving a new contact to provide a respective contact object corresponding to the new contact within a population of contact objects corresponding to contacts being processed by the contact center;
- to provide a respective programmed processing object corresponding to each of a plurality of individual contact processing resources of the contact center, each processing object being arranged to adaptively and independently select contact objects from said population of contact objects based on a value received for processing contacts from said population and a value spent on processing contacts from said population; and
responsive to a programmed processing object selecting a contact object, to assign an associated contact processing resource to the contact.
- to provide a respective programmed processing object corresponding to each of a plurality of individual contact processing resources of the contact center, each processing object being arranged to adaptively and independently select contact objects from said population of contact objects based on a value received for processing contacts from said population and a value spent on processing contacts from said population; and
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29. A method for assigning individual contacts to contact processing resources of a contact center comprising:
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providing a respective object corresponding to each of a plurality of individual contact processing resources within a population of contact processing resource objects of the contact center; and responsive to receiving a new contact at the contact center, providing a respective programmed processing object corresponding to the new contact, each processing object being arranged to adaptively and independently select a contact processing resource object from said population of contact processing resource objects based on a value for processing contacts and a value spent on processing contacts; responsive to a programmed processing object selecting a contact processing resource object, assigning an associated contact to the contact processing resource.
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30. A contact center arranged to assign individual contacts to contact processing resources of a contact center, the contact center being:
- arranged to provide a respective object corresponding to each of a plurality of individual contact processing resources within a population of contact processing resource objects of the contact center;
responsive to receiving a new contact at the contact center, to provide a respective programmed processing object corresponding to the new contact, each processing object being arranged to adaptively and independently select a contact processing resource object from said population of contact processing resource objects based on a value for processing contacts and a value spent on processing contacts; and
responsive to a programmed processing object selecting a contact processing resource object, to assign an associated contact to the contact processing resource.
- arranged to provide a respective object corresponding to each of a plurality of individual contact processing resources within a population of contact processing resource objects of the contact center;
Specification