Strategy pairing
First Claim
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1. A method, comprising:
- receiving a first strategy at a work assignment engine;
receiving a second strategy at the work assignment engine, wherein the second strategy is different from the first strategy;
merging the first strategy with the second strategy to create a merged strategy; and
executing the merged strategy at the work assignment engine, wherein executing the merged strategy causes the work assignment engine to make a determination as to whether or not the first strategy conflicts with the second strategy by virtue of the strategy making a work assignment match between a work item and an agent in a contact center and the second strategy not making the same work assignment match between the work item and the agent.
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Abstract
A contact center is described as having the ability to simultaneously consider a plurality of different work assignment strategies. Specifically, a work assignment engine in the contact center is enabled to create merged strategies from work-finding-agent strategies and agent-finding-work strategies to determine if one such strategy contradicts the other strategy.
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Citations
20 Claims
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1. A method, comprising:
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receiving a first strategy at a work assignment engine; receiving a second strategy at the work assignment engine, wherein the second strategy is different from the first strategy; merging the first strategy with the second strategy to create a merged strategy; and executing the merged strategy at the work assignment engine, wherein executing the merged strategy causes the work assignment engine to make a determination as to whether or not the first strategy conflicts with the second strategy by virtue of the strategy making a work assignment match between a work item and an agent in a contact center and the second strategy not making the same work assignment match between the work item and the agent. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A non-transitory computer readable medium having stored thereon instructions that cause a computing system to execute a method, the instructions comprising:
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instructions configured to receive a first strategy at a work assignment engine; instructions configured to receive a second strategy at the work assignment engine, wherein the second strategy is different from the first strategy; instructions configured to merge the first strategy with the second strategy to create a merged strategy; and instructions configured to execute the merged strategy at the work assignment engine, wherein executing the merged strategy causes the work assignment engine to make a determination as to whether or not the first strategy conflicts with the second strategy by virtue of the first strategy making a work assignment match between a work item and an agent in a contact center and the second strategy not making the same work assignment match between the work item and the agent. - View Dependent Claims (12, 13, 14, 15, 16, 17)
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18. A contact center, comprising:
a work assignment engine configured to execute a merged strategy that comprises a plurality of individual strategies, each of the individual strategies comprising discrete tasks and one or more rules defining conditions for performing the discrete tasks, wherein execution of the merged strategy enables the work assignment engine to determine whether execution of one of the plurality of individual strategies results in a violation of a work-item-to-agent assignment condition in another of the plurality of individual strategies. - View Dependent Claims (19, 20)
Specification