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Optimization in workforce management using work assignment engine data

  • US 9,531,880 B2
  • Filed: 06/04/2014
  • Issued: 12/27/2016
  • Est. Priority Date: 06/04/2014
  • Status: Active Grant
First Claim
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1. A method, comprising:

  • receiving a work item representing a contact with a contact center;

    determining an attribute of the work item;

    executing, by a processor, a work assignment engine operable to route the work item to an agent of the contact center for processing;

    based on the execution of the work assignment engine, identifying, by the processor, a preferred agent and a qualified but non-preferred agent, each being an agent of the contact center;

    selecting, by the processor executing the work assignment engine, the qualified but non-preferred agent to receive the work item and not selecting the preferred agent;

    routing, by the processor, the work item to the qualified but non-preferred agent; and

    reporting, by the processor, the fact that the preferred agent did not have the work item routed thereto.

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