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SYSTEM FOR INDICATING PRIORITY LEVELS FOR TRANSACTION AND TASK ENGAGEMENT IN A CALL CENTER

  • US 20160277574A1
  • Filed: 05/27/2016
  • Published: 09/22/2016
  • Est. Priority Date: 02/08/2010
  • Status: Active Grant
First Claim
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1. A call center system, comprising:

  • a computerized server executing software (SW) from a machine-readable medium;

    a data collection function of the SW enabled for collecting data regarding incoming transactions;

    a data processing function coupled to the data collection engine and enabled for processing the data collected against a set of business rules, the data processing function determining a priority level for individual ones of the incoming transactions; and

    a distribution function enabled for distributing a priority indication determined by the data processing function to one or more presentation interfaces accessible to agents, at or near the time the associated transaction is engaged by the agent.

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