发明名称 |
System and method for automated and customizable agent availability and task assignment management |
摘要 |
A system and method for blending tasks received from a plurality of media switches. The method comprises receiving a plurality of task data indicating a plurality of tasks and a plurality of agent data indicating a plurality of agents. The task data and the agent data are stored in a database system. Tasks are assigned to the agents according to workflows. The system comprises a blending engine coupled to a plurality of media switches and a plurality of agent workstations coupled to the blending engine. The blending engine receives a plurality of task data from the media switches. The agent workstations provide a plurality of agent data to the blending engine. The blending engine provides a plurality of task assignments to the agent workstations according to workflows.
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申请公布号 |
US7406515(B1) |
申请公布日期 |
2008.07.29 |
申请号 |
US20000604199 |
申请日期 |
2000.06.27 |
申请人 |
ASPECT COMMUNICATIONS |
发明人 |
JOYCE ROBERT H.;MADHIPATLA MUNISEKARAN;MOORE ALLAN MICHAEL;PEROTTI RICK A. |
分类号 |
G06F15/173 |
主分类号 |
G06F15/173 |
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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