Integrated representative profile data in contact center environment
US-12028485-B2 · Jul 2, 2024 · US
Contact center agent filtering and relevancy ranking
US9020132B2 · US · B2
| Field | Value |
|---|---|
| Publication number | US-9020132-B2 |
| Application number | US-201213419088-A |
| Country | US |
| Kind code | B2 |
| Filing date | Mar 13, 2012 |
| Priority date | Mar 13, 2012 |
| Publication date | Apr 28, 2015 |
| Grant date | Apr 28, 2015 |
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Abstract
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Methods and systems for supporting the monitoring and control of an automatic call distribution system are provided. In particular, a ranked list of candidate agents that can be assigned to handle contacts for a selected queue associated with an automatic call distribution system is presented to a supervisor. The supervisor can make agent assignments from the ranked list at the discretion of the supervisor. The assignment or reassignment can be effected by the supervisor through control inputs entered through the user interface. These control inputs can include reconfiguring agent and/or queue attributes. In addition, assignments can be effected through communications to agents made by the supervisor that are initiated through the user interface.
First claim
Opening claim text (preview).
What is claimed is: 1. A method, comprising: receiving, from a supervisor device, a selection, by a user, of a first queue associated with a first contact center; selecting, by an automatic call distribution server, a first agent associated with the first contact center; generating, by the automatic call distribution server, a first agent score, wherein the first agent score is related to a suitability of the first agent to support the first queue; selecting, by the automati…
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Classifications
- H04M3/5175Primary
Electricity · mapped topic
- H04M3/00Primary
Electricity · mapped topic
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Frequently asked questions
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- What does patent US9020132B2 cover?
- Methods and systems for supporting the monitoring and control of an automatic call distribution system are provided. In particular, a ranked list of candidate agents that can be assigned to handle contacts for a selected queue associated with an automatic call distribution system is presented to a supervisor. The supervisor can make agent assignments from the ranked list at the discretion of th…
- Who is the assignee on this patent?
- Thomson Rodney A, Reynolds Brian J, Avaya Inc
- What technology area does this patent fall under?
- Primary CPC classification H04M3/5175. Mapped technology areas include Electricity.
- When was this patent published?
- Publication date Tue Apr 28 2015 00:00:00 GMT+0000 (Coordinated Universal Time) (B2). Legal status and post-grant events are not shown on this page.
- What related patents are in patentsdb?
- We list 8 related publications on this page (citations in our corpus or others sharing the same primary CPC).