发明名称 |
SYSTEM FOR INDICATING PRIORITY LEVELS FOR TRANSACTION AND TASK ENGAGEMENT IN A CALL CENTER |
摘要 |
A call center system has a computerized server executing software (SW) from a machine-readable medium, a data collection function of the SW enabled for collecting data regarding incoming transactions, a data processing function coupled to the data collection engine and enabled for processing the data collected against a set of business rules, the data processing function determining a priority level for individual ones of the incoming transactions, and a distribution function enabled for distributing a priority indication determined by the data processing function to one or more presentation interfaces accessible to agents, at or near the time the associated transaction is engaged by the agent. |
申请公布号 |
WO2011097099(A2) |
申请公布日期 |
2011.08.11 |
申请号 |
WO2011US22610 |
申请日期 |
2011.01.26 |
申请人 |
GENESYS TELECOMMUNICATIONS LABORATORIES, INC.;RISTOCK, HERBERT;MEZHIBOVSKY, VLADIMIR;KOROLEV, NIKOLAY |
发明人 |
RISTOCK, HERBERT;MEZHIBOVSKY, VLADIMIR;KOROLEV, NIKOLAY |
分类号 |
H04M3/00 |
主分类号 |
H04M3/00 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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