Work item relation awareness for agents during routing...

Details Work item relation awareness for agents during routing... Work item relation awareness for agents during routing...

2005-10-03

2011-12-06

Aubaidi, Rasha Al (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265120

Reexamination Certificate

active

08073129

ABSTRACT:
In one embodiment, a contact center100includes:(a) a queue208to contain a pointer to a first contact from a first customer;(b) a selector220to select a first agent to service the first contact, the first agent being a suboptimal selection for servicing the first contact and a second agent being an optimal selection for servicing the first contact; and(c) a routing notification agent232to notify the first agent that the second agent was the optimal selection for servicing the contact; and/or, after delivery of the first contact to the first agent, notify the second agent that the first agent is the suboptimal selection for servicing the contact and that the second agent is the optimal selection for servicing the contact.

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