| 发明名称 | Secret transfers in contact centers | ||
| 摘要 | A microprocessor executable resource monitor operable to determine that a less skilled and/or qualified resource has been assigned to service a work item or is servicing the work item, wherein a more skilled and/or qualified resource exists but is not currently available to service the work item, monitor at least one of a level of service provided by the less qualified resource to the work item and/or a customer associated with the work item and an availability of the more skilled and/or qualified resource to service the work item, and, in response to the monitoring step and while the work item is being serviced, transfer the work item to the more skilled and/or qualified resource for servicing. | ||
| 申请公布号 | US9154626(B2) | 申请公布日期 | 2015.10.06 |
| 申请号 | US201313836038 | 申请日期 | 2013.03.15 |
| 申请人 | Avaya Inc. | 发明人 | Uba Gene Masaru;Bland Michael Alan;Steiner Robert C. |
| 分类号 | H04M3/523;H04M3/51;H04M3/58 | 主分类号 | H04M3/523 |
| 代理机构 | Avaya Inc. | 代理人 | Avaya Inc. |
| 主权项 | 1. A method, comprising: determining, by a microprocessor executable resource monitor, that a less skilled and/or qualified resource has been assigned to service a work item or is servicing the work item, wherein a more skilled and/or qualified resource exists but is not currently available to service the work item; monitoring, by the resource monitor, at least one of a level of service provided by the less qualified resource to the work item and/or a customer associated with the work item and an availability of the more skilled and/or qualified resource to service the work item; and in response to the monitoring step and while the work item is being serviced, transferring, by the resource monitor, the work item to the more skilled and/or qualified resource for servicing. | ||
| 地址 | Basking Ridge NJ US | ||