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Multi-tasking relief

  • US 8,699,691 B2
  • Filed: 04/18/2012
  • Issued: 04/15/2014
  • Est. Priority Date: 04/18/2012
  • Status: Active Grant
First Claim
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1. A method, comprising:

  • determining, by a processor, at least one performance metric associated with one or more multi-tasking agents in a contact center, wherein the at least one performance metric is determined by comparing historical performance data, associated with the one or more multi-tasking agents, with at least one service level criterion;

    determining, by the processor, that a change in the at least one performance metric corresponds to at least one specific work item type that is handled as part of multi-tasking work by the one or more multi-tasking agents; and

    adjusting an amount of the at least one specific work item type in the multi-tasking work for the one or more multi-tasking agents based on the determined change in the at least one performance metric, wherein adjusting the amount of the at least one specific work item type in the multi-tasking work further comprises;

    referring to adjustment rules, wherein the adjustment rules define one or more of a work item and a work item type to adjust for the one or more multi-tasking agents based on the determined change in the at least one performance metric; and

    sending a command to adjust the amount of the at least one specific work item type in the multi-tasking work for the one or more multi-tasking agents based on the adjustment rules.

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