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 configured to solicit and activate one or more groups of one or more groups of workers to service contact center business of a contact center, the system comprising:
an interface configured to be accessed by the one or more groups of workers for providing registration data for subscribing the one or more groups of workers to service communication events received at the contact center; a data repository configured to store the registration data for the subscribed one or more groups of workers; and a server configured to activate one or more groups of the subscribed one or more groups of workers according to the communication events received at the contact center, and to route the communication events to the activated one or more groups, based on a routing strategy, to perform services according to the communication events.