Method and apparatus for rotating auto reserve agents

Details Method and apparatus for rotating auto reserve agents Method and apparatus for rotating auto reserve agents

2005-12-06

2005-12-06

Smith, Creighton (Department: 2645)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S266070

Reexamination Certificate

active

06973176

ABSTRACT:
The present invention relates to the reservation (or holding back or restricting) of agents with respect to work requiring particular agent skills. In particular, the present invention allows a limited number of agents to be reserved based on agent occupancy or on a number of agent skills. A process implementing the present invention may be performed in real-time, such that a determination as to whether an agent should be reserved with respect to a particular agent skill or queue is determined as agents complete assigned work items and become available to do other work.

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