| 摘要 |
The present invention provides for the allocation of agents to channels associated with the contact center. In particular, the present invention provides a contact center that allows agents to be efficiently allocated among channels, without requiring centralized control applications. Instead, the contact center of the present invention provides centralized agent and channel information fields to permit coordination between independent channel and agent work station applications. The present invention allows channels to be added to a contact center without requiring extensive modifications to the various components of the contact center.
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