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Method and apparatus for allocating resources of a contact center

  • US 6,947,988 B1
  • Filed: 08/11/2000
  • Issued: 09/20/2005
  • Est. Priority Date: 08/11/2000
  • Status: Expired due to Term
First Claim
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1. A method of allocating resources of a contact center using an intelligent agent comprising the steps of:

  • providing an intelligent-agent rule-configuration screen on a supervisor'"'"'s terminal that allows the supervisor to select at least one parameter from a displayed list of a plurality of operational parameters, to set a threshold or limit for the at least one parameter from a displayed list of threshold values and limits for the at least one parameter, to select an action to be taken from a displayed list of actions, to select a monitoring schedule from a displayed list of monitoring schedules, and to initiate the intelligent agent from a display;

    selecting at least one operational parameter of the plurality of operational parameters through the intelligent agent rule-configuration screen on the supervisor'"'"'s terminal;

    selecting a monitoring schedule through the intelligent-agent rule configuration-screen on the supervisor'"'"'s terminal that determines how the selected at least one operational parameter will be monitored;

    electronically monitoring the selected at least one operational parameter of the contact center based upon the selected monitoring schedule;

    performing a comparison between the operational parameter and a threshold value for the operational parameter; and

    determining, based on the comparison, whether an action to be taken to affect allocation of resources of the contact center is necessary.

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