Methods and apparatus for contact center agent selection

Details Methods and apparatus for contact center agent selection Methods and apparatus for contact center agent selection

2011-04-12

2011-04-12

Addy, Thjuan K (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265050, C379S265060

Reexamination Certificate

active

07925001

ABSTRACT:
A system receives a request for the service. The system selects an agent to deliver the service, based on an evaluation of the agent. In response to the request for service, the system evaluates the service delivered by the agent after the agent has delivered the service, and updates the evaluation of the service of the agent.

REFERENCES:
patent: 5828747 (1998-10-01), Fisher et al.
patent: 6163607 (2000-12-01), Bogart et al.
patent: 6453038 (2002-09-01), McFarlane et al.
patent: 2002/0080950 (2002-06-01), Koko et al.
patent: 2007/0133781 (2007-06-01), Febonio et al.

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