METHOD AND APPARATUS FOR DETERMINING AND INITIATING INTERACTION DIRECTIONALITY WITHIN A MULTIMEDIA COMMUNICATION CENTER

摘要

A campaign module in a multimedia call center (MMCC) has programmable dynamic campaign module (DCM 349) for facilitating and monitoring outbound campaigns. The DCM comprises an interaction-level monitoring function (367) for monitoring interaction level of the MMCC according to programmed criteria, and comparing the real-time level with preset threshold, a search and retrieve function (363) for searching a data repository storing records of interactions and retrieving interaction data for specific interactions according to programmed criteria, a scripting function for selecting agents of the MMCC for participating in a campaign, and for preparing task lists for said agents; and an initiation function for initiating in a campaign and distributing the task lists to the selected agents. During times of interaction level above the preset threshold the DCM searches the data repository, retrieves data, and prepares agent and task lists for a campaign, and when the interaction level falls below the preset threshold, the DCM launches and distributes task lists to agents selected for a campaign.