ROUTING OF CONTACTS IN CONTACT CENTERS

Contacts are routed to contact center agents handling multiple concurrent contacts by determining, for each of a plurality of agents, a historical average measure of time taken by that agent to handle one more contact than they are currently handling, and making a routing decision which is at least...

Ausführliche Beschreibung

Bibliographische Detailangaben

Hauptverfasser:	WALSH PADRAIC, FLANNERY PETER, TYNAN HUGH, SAUNDERS DAVID, DOOLEY ENDA
Format:	Patent
Sprache:	eng
Schlagworte:	ELECTRIC COMMUNICATION TECHNIQUE ELECTRICITY TELEPHONIC COMMUNICATION
Online-Zugang:	Volltext bestellen
Tags:	Tag hinzufügen Keine Tags, Fügen Sie den ersten Tag hinzu!