AUTOMATIC CALL NOTIFICATION GROUPS

AUTOMATIC CALL NOTIFICATION GROUPS

A contact center is described along with various methods and mechanisms for administering the same. Work assignment methods are disclosed that push notifications to one or more resources about available work item opportunities. The one or more resources can pull the work item from the notification g...

Ausführliche Beschreibung

Gespeichert in:
Bibliographische Detailangaben
Hauptverfasser: ANDREW D. FLOCKHART, ROBERT C. STEINER, JOYLEE KOHLER
Format: Patent
Sprache:eng
Schlagworte:
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TELEPHONIC COMMUNICATION
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Beschreibung
Zusammenfassung:A contact center is described along with various methods and mechanisms for administering the same. Work assignment methods are disclosed that push notifications to one or more resources about available work item opportunities. The one or more resources can pull the work item from the notification groups to handle the work item. Moreover, the pushed notifications can be added to a traditional work assignment scheme to aid in the answering of work items and/or offer training to a plurality of resources.