Method and system for assigning tasks to workers

Details Method and system for assigning tasks to workers Method and system for assigning tasks to workers

2007-08-28

2007-08-28

Tieu, Benny Q (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S266010, C709S227000

Reexamination Certificate

active

10638619

ABSTRACT:
A method and system for assigning tasks can receive requested tasks, keep a requested-task queue, keep one or more worker statuses associated with respective workers, and assign the requested tasks from the requested-task queue to selected ones of the workers. In one embodiment, the requested tasks are telephone calls received by a network based contact center, and the workers are telephone agents associated with the network based contact center.

REFERENCES:
patent: 2002/0055967 (2002-05-01), Coussement
patent: 2002/0055975 (2002-05-01), Petrovykh
patent: 2002/0056000 (2002-05-01), Coussement
patent: 2002/0114278 (2002-08-01), Coussement
patent: 2002/0114441 (2002-08-01), Coussement
patent: 2003/0009530 (2003-01-01), Philonenko et al.
patent: 2004/0213400 (2004-10-01), Golitsin et al.
patent: WO 01/20859 (2001-03-01), None

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