Strategy pairing

摘要

A contact center is described as having the ability to simultaneously consider a plurality of different work assignment strategies. Specifically, a work assignment engine in the contact center is enabled to create merged strategies from work-finding-agent strategies and agent-finding-work strategies to determine if one such strategy contradicts the other strategy.

主权项

1. A method, comprising:
receiving a first strategy at a work assignment engine; receiving a second strategy at the work assignment engine, wherein the second strategy is different from the first strategy; merging the first strategy with the second strategy to create a merged strategy; and executing the merged strategy at the work assignment engine, wherein executing the merged strategy causes the work assignment engine to make a determination as to whether or not the first strategy conflicts with the second strategy by virtue of the strategy making a work assignment match between a work item and an agent in a contact center and the second strategy not making the same work assignment match between the work item and the agent.