Multi-service request within a contact center

Telephonic communications – Centralized switching system – Call distribution to operator

Reexamination Certificate

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C379S265090, C379S265130, C379S265110, C379S266020

Reexamination Certificate

active

07936867

ABSTRACT:
A contact center that includes:(a) an input200operable to receive a contact;(b) a task expert module232to (i) identify a plurality of tasks400associated with the contact; (ii) group the tasks400into first and second task sets; and (iii) queue the first and second task sets at different positions in at least one queue208; and(c) an agent and work item selector220to assign the first task set to a first agent for servicing while maintaining the second task set in the at least one queue208.

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