Contact center business modeler

Details Contact center business modeler Contact center business modeler

2011-03-22

2011-03-22

Gauthier, Gerald (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265030, C705S014270

Reexamination Certificate

active

07912205

ABSTRACT:
A method and apparatus are provided for automatic call distributors that route calls based in part on timely business information. The method includes providing a simulation model for calculating information and using this information from the model together with key process indicators information to generate decisions for routing calls.

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