System for Facilitating Loosely Configured Service Worker Groups in a Dynamic Call Center Environment
AssigneeGenesys Telecommunications Laboratories, Inc.
InventorsPetr Makagon, Herbert Willi Artur Ristock, Dan Kikinis
Life of this patent
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Abstract
A system for soliciting and activating one or more groups of workers to service contact center business includes an interface accessible to the one or more groups for accepting group registration data, publishing contact center business and for enabling the groups to subscribe to receive business; a data repository for storing the registration data for subscribing groups; and a routing server for specifying routing strategies for event routing to the groups. The system is characterized in that the one or more groups of workers may be activated during contact center business activity to perform services based on need.
Claims21
1-4. (canceled)
A system for routing events to service workers for servicing contact center business, the system comprising:
- processor;
- and
- memory, wherein the memory includes instructions that, when executed by the processor, cause the processor to:
- publish an opportunity to service contact center business;
- receive a subscription request from a service worker for the published opportunity;
- validate the subscription request in response to determining that the service worker is qualified to work the opportunity, wherein the validated service worker is added as a member of a worker group;
- monitor contact center statistics;
- activate the worker group in response to the monitored contact center statistics;
- in response to activating the worker group, route a service event to the service worker.
A method for routing events to service workers for servicing contact center business, the method comprising:
- publishing, by a processor, an opportunity to service contact center business;
- receiving, by the processor, a subscription request from a service worker for the published opportunity;
- validating, by the processor, the subscription request in response to determining that the service worker is qualified to work the opportunity, wherein the validated service worker is added as a member of a worker group;
- monitoring, by the processor, contact center statistics;
- activating, by the processor, the worker group in response to the monitored contact center statistics;
- and
- in response to activating the worker group, routing, by the processor, a service event to the service worker.
Dependencies are inferred from the claim text.