首页>
外国专利>
ENHANCING AGENT'S EFFICIENCY IN A CONTACT CENTER BY USING A MULTI-AGENT TO MULTI-CONTACT ROUTING ORCHESTRATION
ENHANCING AGENT'S EFFICIENCY IN A CONTACT CENTER BY USING A MULTI-AGENT TO MULTI-CONTACT ROUTING ORCHESTRATION
展开▼
机译:通过使用多助手将代理在联系中心中提升代理的效率,以多功能转移到多联系路由编程
展开▼
页面导航
摘要
著录项
相似文献
摘要
A computerized method for enhancing agent's efficiency in a contact center by orchestrating a multi-agent to multi-contact attribute-based routing while maintaining seamless contact interaction is provided herein. The computerized method receives a request for service and in response may operate an orchestration engine. The orchestration engine derives contact related information from the communication channel to yield at least one contact attribute and according to a preconfigured set of rules and the agent's availability state, perform attribute-based routing of the request for service to one or more agents and designate a primary agent to handle the request for service and one or more agents as secondary agents. once an interaction between the one or more agents and the contact has commenced the computerized method sends information related to the handled request to the one or more designated secondary agents' and enable them to participate in the interaction via a display.
展开▼