发明名称 |
SKILLS-BASED COMMUNICATION ROUTING |
摘要 |
A skills-based method for routing an incoming communication includes determining a task associated with the incoming communication. The method also includes routing the incoming communication, based on the task, to be serviced by a pool of selected agents. The pool of selected agents includes agents from a first virtual group. The method further includes adding agents from a second virtual group to the pool of selected agents when the incoming communication has not been serviced before a waiting time exceeds a predetermined time.
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申请公布号 |
US2009180607(A1) |
申请公布日期 |
2009.07.16 |
申请号 |
US20080972328 |
申请日期 |
2008.01.10 |
申请人 |
AT &T KNOWLEDGE VENTURES,L.P. |
发明人 |
KAMLET MICHAEL;BAKER CHRISTOPHER C.;HINCKLEY ROBERT J.;WHITECOTTON DANIEL;APARICIO YVETTE E.;CAMACHO ALFONSO G. |
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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