Multiplex communications – Special services – Distribution of signal to multiple agent stations
Reexamination Certificate
2011-04-19
2011-04-19
Rao, Seema S (Department: 2462)
Multiplex communications
Special services
Distribution of signal to multiple agent stations
C379S266010
Reexamination Certificate
active
07929464
ABSTRACT:
A software application for recommending workforce resource allocation in a communication center based on requirements of events represented in a communication-center queue has a first interface for accessing information from the queue; a second interface for accessing information from a data source about workforce availability and state information; a processing component for processing queue information and workforce information; and a message generation and delivery component for generating a workforce allocation recommendation based on processing results and sending the recommendation to a target entity. In a preferred embodiment, the application periodically accesses the queue and the data source to obtain the most recent information for processing and generates periodic recommendations based on real-time requirements of events and availability states of resources, the recommendations sent ahead of time before the resources are required.
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Baron Henry
Boys Donald R.
Central Coast Patent Agency Inc.
Genesys Telecommunications Laboratories , Inc.
Rao Seema S
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