System for facilitating loosely configured service worker groups in a dynamic call center environment

摘要

A system for soliciting and activating one or more groups of workers to service contact center business includes an interface accessible to the one or more groups for accepting group registration data, publishing contact center business and for enabling the groups to subscribe to receive business; a data repository for storing the registration data for subscribing groups; and a routing server for specifying routing strategies for event routing to the groups. The system is characterized in that the one or more groups of workers may be activated during contact center business activity to perform services based on need.

主权项

1. A system for routing events to service workers for servicing contact center business, the system comprising:
processor; and memory, wherein the memory includes instructions that, when executed by the processor, cause the processor to:
publish an opportunity to service a business of a contact center;receive a subscription request from a service worker for the published opportunity;validate the subscription request in response to determining that the service worker is qualified to work the opportunity, wherein the validated service worker is added as a member of a worker group for the contact center;monitor statistics of the contact center;activate the worker group in response to the monitored statistics of the contact center;in response to activating the worker group, route a service event to the service worker.