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Method and apparatus for determining agent availability based on level of uncompleted tasks

  • US 5,926,539 A
  • Filed: 09/12/1997
  • Issued: 07/20/1999
  • Est. Priority Date: 09/12/1997
  • Status: Expired due to Term
First Claim
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1. A method of determining Busy/Available status for an agent at an agent station in a call center, comprising the steps of:

  • (a) checking for an ongoing live network call at the agent station;

    (b) checking an e-task queue at the agent station for uncompleted e-tasks; and

    (c) determining that the agent is available only if there is no ongoing live network call, and the level of uncompleted e-tasks in the e-task queue is below a predetermined level.

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