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Time-based work assignments in automated contact distribution

A contact center, time technology, applied in the field of communication, can solve the problem of time insensitivity

Active Publication Date: 2011-08-24
AVAYA INC
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] A problem with current optimal service routing algorithms is that they are not sensitive to the amount of time it takes to process a work item

Method used

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  • Time-based work assignments in automated contact distribution
  • Time-based work assignments in automated contact distribution
  • Time-based work assignments in automated contact distribution

Examples

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Embodiment Construction

[0028] The invention will be illustrated below in connection with an exemplary communication system. While the invention is well suited for use, for example, in connection with systems using server(s) and / or database(s), the invention is not limited to use in connection with any particular type of communication system or system element configuration. Those skilled in the art will recognize that the disclosed techniques may be used in any computing application in which it is desirable to efficiently process work items in a contact center or similar queuing environment.

[0029] The exemplary systems and methods of the present invention will also be described in relation to analysis software, modules, and associated analysis hardware. However, to avoid unnecessarily obscuring the present invention, the following description omits well-known structures, components and devices, which may be shown in block diagram form, are well known or otherwise summarized.

[0030] For purposes...

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Abstract

The invention provides time-based work assignments in automated contact distribution. A contact center is described and systems, methods, and devices for processing work items within the contact center are provided. An Estimated Contact Handling Time (ECHT) is computed for one or more work items in the contact center and work items are distributed within the contact center at least partially based on the ECHT calculations. Thus, a time-based contact routing mechanism is provided to increase the efficiency with which a contact center operates.

Description

technical field [0001] The present invention relates generally to communications, and more particularly to contact centers. Background technique [0002] Contact centers are used by many businesses to serve customers. A typical contact center includes switches and / or servers for receiving and routing incoming packet-based and / or circuit-based contacts, and one or more resources, such as human agents and automation, for servicing incoming contacts Resources (such as Interactive Voice Response (IVR) units). The contact center distributes incoming or outgoing contacts to be serviced to any appropriate resource according to predetermined criteria. In many existing systems, the criteria for servicing a contact from the moment the contact center becomes aware of the contact until the contact is connected to an agent are customer-specifiable via a capability known as vectoring (e.g., by the contact center's operator to program). Typically, in today's automated contact distribut...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04L12/56
CPCH04M3/5232H04M3/5141
Inventor 桑杰伊·阿罗拉
Owner AVAYA INC
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