Bitmaps for next generation contact center
AssigneeAvaya Inc.
InventorsAndrew D. Flockhart, Robert C. Steiner
Life of this patent
Estimating the term…
Abstract
A queueless contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, achieve true one-to-one matching. Solutions are also provided for managing data structures utilized by the queueless contact center. Furthermore, mechanisms for generating traditional queue-based performance views and metrics for the queueless contact center are proposed to help facilitate a smooth transition from traditional queue-based contact centers to the next generation contact centers described herein.
Claims20
A method, comprising:
- determining that an element in a contact center has become available for assignment;
- determining a search criteria associated with processing requirements or capabilities of the element;
- scanning a bitmap for the search criteria to identify counter-elements in the contact center that are qualified to be assigned to the element;
- and
- based on the scanning, determining a set of counter-elements that are qualified to be assigned to the element.
A computer readable medium having stored thereon instructions that cause a computing system to execute a method, the instructions comprising:
- instructions configured to determine that an element in a contact center has become available for assignment;
- instructions configured to determine a search criteria associated with processing requirements or capabilities of the element;
- instructions configured to scan a bitmap for the search criteria to identify counter-elements in the contact center that are qualified to be assigned to the element;
- and
- instructions configured to, based on the scanning, determine a set of counter-elements that are qualified to be assigned to the element.
A work assignment mechanism, comprising:
- a work assignment engine configured determine that an element in a contact center has become available for assignment, determine a search criteria associated with processing requirements or capabilities of the element, scan a bitmap for the search criteria to identify counter-elements in the contact center that are qualified to be assigned to the element, and, based on the scanning, determine a set of counter-elements that are qualified to be assigned to the element.
Dependencies are inferred from the claim text.