Techniques for L3 pairing and workforce management in contact center systems

摘要

To provide methods for pairing a contact and an agent in a contact center.SOLUTION: A technique for L3 pairing and workforce management in a contact center system comprises: a step 610 of identifying a plurality of contacts waiting for assignment; a step 620 of identifying a plurality of agents available for assignment; and a step 630 of selecting at least one of the agents together with at least one of the contacts for assignment and connection in the contact center system.SELECTED DRAWING: Figure 6