SYSTEM AND METHOD FOR DELIVERING A CONTACT TO A PREFERRED AGENT AFTER A SET WAIT PERIOD

A method for assigning a contact to undifferentiated agents is provided, comprising: describing substantially each undifferentiated agent using at least one agent attribute to produce a set of agent attribute values; describing a contact using at least one contact attribute to produce a set of conta...

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Hauptverfasser:	DESAI DHAVAL, FAGUNDES LUCIANO GODOY, MORAN TOMMY, YAMANAPPA VEERANNA ANGADAGERI, KHAN MOHAMMAD, KOHLER JOYLEE E
Format:	Patent
Sprache:	eng
Schlagworte:	ELECTRIC COMMUNICATION TECHNIQUE ELECTRICITY TELEPHONIC COMMUNICATION
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creator	DESAI DHAVAL FAGUNDES LUCIANO GODOY MORAN TOMMY YAMANAPPA VEERANNA ANGADAGERI KHAN MOHAMMAD KOHLER JOYLEE E
description	A method for assigning a contact to undifferentiated agents is provided, comprising: describing substantially each undifferentiated agent using at least one agent attribute to produce a set of agent attribute values; describing a contact using at least one contact attribute to produce a set of contact attribute values; relating the sets of agent and contact attribute values to produce at least one preferred agent; determining an expected wait time for substantially each of the at least one preferred agent to produce a set of expected wait times; determining a wait tolerance for the contact; if the expected wait time for at least one preferred agent is less than the wait tolerance, then assign the contact to the at least one preferred agent; and if the expected wait time for the at least one preferred agent is greater than the wait tolerance, then assign the contact to an undifferentiated agent.
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FAGUNDES LUCIANO GODOY ; MORAN TOMMY ; YAMANAPPA VEERANNA ANGADAGERI ; KHAN MOHAMMAD ; KOHLER JOYLEE E</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-epo_espacenet_US2012183131A13</frbrgroupid><rsrctype>patents</rsrctype><prefilter>patents</prefilter><language>eng</language><creationdate>2012</creationdate><topic>ELECTRIC COMMUNICATION TECHNIQUE</topic><topic>ELECTRICITY</topic><topic>TELEPHONIC COMMUNICATION</topic><toplevel>online_resources</toplevel><creatorcontrib>DESAI DHAVAL</creatorcontrib><creatorcontrib>FAGUNDES LUCIANO GODOY</creatorcontrib><creatorcontrib>MORAN TOMMY</creatorcontrib><creatorcontrib>YAMANAPPA VEERANNA ANGADAGERI</creatorcontrib><creatorcontrib>KHAN MOHAMMAD</creatorcontrib><creatorcontrib>KOHLER JOYLEE E</creatorcontrib><collection>esp@cenet</collection></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext_linktorsrc</fulltext></delivery><addata><au>DESAI DHAVAL</au><au>FAGUNDES LUCIANO GODOY</au><au>MORAN TOMMY</au><au>YAMANAPPA VEERANNA ANGADAGERI</au><au>KHAN MOHAMMAD</au><au>KOHLER JOYLEE E</au><format>patent</format><genre>patent</genre><ristype>GEN</ristype><title>SYSTEM AND METHOD FOR DELIVERING A CONTACT TO A PREFERRED AGENT AFTER A SET WAIT PERIOD</title><date>2012-07-19</date><risdate>2012</risdate><abstract>A method for assigning a contact to undifferentiated agents is provided, comprising: describing substantially each undifferentiated agent using at least one agent attribute to produce a set of agent attribute values; 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subjects	ELECTRIC COMMUNICATION TECHNIQUE ELECTRICITY TELEPHONIC COMMUNICATION
title	SYSTEM AND METHOD FOR DELIVERING A CONTACT TO A PREFERRED AGENT AFTER A SET WAIT PERIOD
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