发明名称 |
Contact center resource allocation based on work bidding/auction |
摘要 |
A contact center for servicing a plurality of contacts received from a plurality of customers is provided. The contact center includes: (a) a plurality of workstations 15 corresponding to a plurality of resources 14; (b) a central server 10 in communication with the plurality of workstations, comprising: (i) at least one queue 42, 46 and/or 66 of contacts; and (ii) a bid item selecting agent 74 operable to (a) request at least some of the plurality of resources to submit a bid to service at least one contact; (b) receive at least one bid to service the at least one contact; and (c) select a resource from among the plurality of resources to service the at least one contact.
|
申请公布号 |
US2005071241(A1) |
申请公布日期 |
2005.03.31 |
申请号 |
US20030673105 |
申请日期 |
2003.09.26 |
申请人 |
FLOCKHART ANDREW D.;ROYBAL LARRY J.;STEINER ROBERT C. |
发明人 |
FLOCKHART ANDREW D.;ROYBAL LARRY J.;STEINER ROBERT C. |
分类号 |
H04M3/51;H04M3/523;(IPC1-7):G06F17/60 |
主分类号 |
H04M3/51 |
代理机构 |
|
代理人 |
|
主权项 |
|
地址 |
|