Casual agent pool

Details Casual agent pool Casual agent pool

1997-06-05

1999-04-27

Zele, Krista

Telephonic communications

Special services

Call diversion

379265, H04M 342

Patent

active

058987673

ABSTRACT:
A casual agent pool is provided to facilitate the management of a light load of inbound calls to a calling center where many employees (agents) may optionally answer those calls as part of their work duties. Agents may transact other business while logged onto the pool, and are alerted to the presence of an incoming call by, for example, the telephone ringing or a computer screen message. Casual agents may then choose whether or not to take an inbound call, depending on their circumstances. The system thus optimizes call agent resources in lightly-loaded applications having many potential agents available, allowing agents to transact other business while being potentially available to take calls, thereby obviating the need to manage a dedicated agent pool.

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