Digital contact center to handle calls from different media types and allocate to agents based on various criteria

A tiered service model for a digital multimedia contact centre assigns an entering contact to an initial service tier based on routing criteria for the contact and may escalate or de-escalate the contact to a different service tier if the routing criteria changes. The routing criteria is initially d...

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Bibliographische Detailangaben

Hauptverfasser:	BROUGHTON, JUSTIN, KOWALSKI, CARL RAYMOND, RODGERS, ELIZABETH, STINE, ART, COVDY, IVAN, MCPARTLAN, KEVIN J, MCCALMONT, D THOMPSON, RODGERS, ROBERT S, HO, ROY
Format:	Patent
Sprache:	eng
Schlagworte:	CALCULATING COMPUTING COUNTING DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES ELECTRIC COMMUNICATION TECHNIQUE ELECTRIC DIGITAL DATA PROCESSING ELECTRICITY PHYSICS SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR TELEPHONIC COMMUNICATION
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