Contact center agent work awareness algorithm
KW Hassler - US Patent App. 11/688,100, 2008 - Google Patents
A contact center is provided that includes an input operable to receive work items 204 aw, a
work item processing agent 200 to populate work item containers 212 aI with information …
work item processing agent 200 to populate work item containers 212 aI with information …
Contact center resource subscription notification
DL Chavez - US Patent App. 11/754,636, 2008 - Google Patents
Assignee: AVAYATECHNOLOGY LLC,(57) Basking Ridge, NJ (US) A contact centeris
provided that includes an input operable to receive work items 204a-w, a work item …
provided that includes an input operable to receive work items 204a-w, a work item …
Multi-service request within a contact center
DJ Hill, SH Kiefhaber, JE Kohler, HR Paddock… - US Patent …, 2011 - Google Patents
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Reviewing call checkpoints in agent call recording in a contact center
RS Daddi, KH Koster - US Patent 10,194,027, 2019 - Google Patents
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379/88. 14 8, 615, 074 B1 12/2013 Rivier et al. 8, 761, 376 B2 6/2014 Pande et al. 9, 160 …
Managing multiple agent communication sessions in a contact center
EI Neuer III, JK Noble Jr - US Patent 10,284,723, 2019 - Google Patents
(57) ABSTRACT A communications handler manages incoming communica tions of different
channel types and determines an appropri ate contact center agent to receive the …
channel types and determines an appropri ate contact center agent to receive the …
Reviewing call checkpoints in agent call recordings in a contact center
RS Daddi, KH Koster - US Patent 9,160,854, 2015 - Google Patents
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1/2008 Hession et al. 7,599.475 B2 10/2009 Eilam et al. 7,860,722 B1 12/2010 Chow …
Transitory contact management
T Hemm, J Kohler, R Thomson - US Patent App. 10/778,656, 2004 - Google Patents
(57) ABSTRACT A contact center 100 is provided that includes an input 158 or 150 operable
to receive a transaction for servicing by a contact center resource 122, 124, 126, 134, and …
to receive a transaction for servicing by a contact center resource 122, 124, 126, 134, and …
Management of contacts at contact centers
M Hartman, N O'connor, T McCormack… - US Patent …, 2017 - Google Patents
In a contact center, a new contact is compared with other contacts which are currently active
at the contact center to identify a matching contact having a common source with the new …
at the contact center to identify a matching contact having a common source with the new …
Workload distribution with resource awareness
HWA Ristock, B Pigott, A Rosen - US Patent 10,298,766, 2019 - Google Patents
A method for workload distribution for a contact center includes identifying a work item for
distribution based on an assigned distribution criteria; identifying a target for routing the work …
distribution based on an assigned distribution criteria; identifying a target for routing the work …
Workload distribution with resource awareness
HWA Ristock, B Pigott, A Rosen - US Patent 9,912,816, 2018 - Google Patents
A method for workload distribution for a contact center includes identifying a work item for
distribution based on an assigned distribution criteria; identifying a target for routing the work …
distribution based on an assigned distribution criteria; identifying a target for routing the work …