发明名称 |
System and method for scheduling based on service completion objectives |
摘要 |
Provided herein is a system and method for determining a service agent start time objective for a customer contact and matching agents and customers based on meeting that objective. The method may include: receiving a customer contact to request service; determining a service completion objective for the customer contact based upon a service-level agreement; determining a handling time limit based on a historical elapsed handling time; and subtracting the handling time limit from the service completion objective, to produce the service agent start time. |
申请公布号 |
EP2570975(A3) |
申请公布日期 |
2013.04.10 |
申请号 |
EP20110195379 |
申请日期 |
2011.12.22 |
申请人 |
AVAYA INC. |
发明人 |
KOHLER, JOYLEE E.;FLOCKHART, ANDREW D.;STEINER, ROBERT C. |
分类号 |
G06Q10/00 |
主分类号 |
G06Q10/00 |
代理机构 |
|
代理人 |
|
主权项 |
|
地址 |
|