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US 2002/0118816 A1Published application
Customer service by batch
AssigneeAvaya Technology Corp.
InventorsAndrew D. Flockhart, Keith Robert McFarlane, Lucinda M. Sanders
Life of this patent
Estimating the term…
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AssigneeAvaya Technology Corp.
InventorsAndrew D. Flockhart, Keith Robert McFarlane, Lucinda M. Sanders
Estimating the term…
In a customer contact center (100), a plurality of customers' communications are serviced simultaneously by one resource (120-128) (agent or port). A conferencing function (136) connects the plurality of customers (110-118) to the one resource and/or to each other. When a resource becomes available, a batch service function (140) determines (206-226), for each skill of the resource, the value to the contact center of having the resource presently serve communications needing that skill, and uses the conferencing function to conference (234-236) a plurality of communications needing the skill having the highest value with the resource. The conference connection may be listen-only, listen-and-talk, or listen-only/then listen-and-talk.
In a customer contact center having
An automated communications distribution (ACD) system comprising:
A method of servicing customers' communications in a customer contact center comprising:
Dependencies are inferred from the claim text.