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US 8,577,015 B2Granted
Method and apparatus for the automated delivery of notifications to contacts based on predicted work prioritization
AssigneeAvaya Inc.
InventorsAndrew Flockhart, John Z. Taylor, Eugene P. Mathews
Life of this patent
Estimating the term…
Abstract
In one embodiment, a contact center is provided that includes: (a) a work item queue 208, 250 comprising an intra-enterprise contact associated with at least first and second internal endpoints of an enterprise; and (b) a selector operable to select and assign a work item to an agent. In selecting the work item, the selector considers both a customer contact and the intra-enterprise contact. The intra-enterprise contact, for example, can be a training notification.
Claims24
A method for operating a contact center, comprising:
- (a) enqueuing, in a work item queue, an intra-enterprise contact associated with at least first and second internal endpoints of an enterprise network, wherein the intra-enterprise contact is automatically generated when a monitoring agent determines upon collecting and analyzing events compared against a norm that a process violation or improvement is required, wherein the work item queue comprises both customer contacts and intra-enterprise contacts and wherein at least one of the intra-enterprise contacts is between at least two of the customer contacts in the work item queue;
- (b) automatically selecting a work item for assignment to an agent, wherein, in selecting the work item, the intra-enterprise contact and a customer contact are both considered as work items;
- and
- (c) assigning the selected work item to the agent.
1 more element
A method for operating a contact center, comprising:
- (a) providing an intra-enterprise contact between internal endpoints of an enterprise network via a work item queue, wherein the intra-enterprise contact is automatically generated when a monitoring agent determines upon collecting and analyzing events compared against a norm that a process violation or improvement is required, and wherein at least one of the following is true:
- (i) the intra-enterprise contact is addressed to multiple agents;
- and
- (ii) the intra-enterprise contact comprises multiple related contacts, each contact being addressed to a different one of the multiple agents;
- and
- (b) wherein, when each of the multiple agents is available, the intra-enterprise contact is delivered to each of the multiple agents at a different time, wherein the work item queue comprises both customer contacts and intra-enterprise contacts, and wherein at least one of the the intra-enterprise contacts is between at least two of the customer contacts in the work item queue.
3 more elements
A contact center, comprising:
- (a) a work item queue comprising an intra-enterprise contact associated with at least first and second internal endpoints of an enterprise, wherein the intra-enterprise contact is automatically generated when a monitoring agent determines upon collecting and analyzing events compared against a norm that a process violation or improvement is required, wherein the work item queue comprises both customer contacts and intra-enterprise contacts, and wherein at least one of the one of the intra-enterprise contacts is between at least two of the customer contacts in the work item queue;
- and
- (b) a selector operable to automatically select a work item for assignment to an agent, wherein, in selecting the work item, the selector considers the intra-enterprise contact and a customer contact and automatically assigns the selected work item to the agent, wherein in selecting the work item, the intra-enterprise contact and a customer contact are both considered as work items by the selector.
Dependencies are inferred from the claim text.