L3 TECHNIQUES FOR L3 PAIRING

摘要

Techniques for L3 pairing and workforce management in a contact center system are disclosed. In one particular embodiment, these techniques can be realized as a method for L3 pairing in a contact center system, the method identifying a plurality of contacts waiting for an assignment, identifying a plurality of agents available for assignment And selecting at least one of the plurality of agents along with at least one of the plurality of contacts for assignment and connection within the contact center system.