IN2013MU02195A - - Google Patents

Download PDF

Info

Publication number
IN2013MU02195A
IN2013MU02195A IN2195MU2013A IN2013MU02195A IN 2013MU02195 A IN2013MU02195 A IN 2013MU02195A IN 2195MU2013 A IN2195MU2013 A IN 2195MU2013A IN 2013MU02195 A IN2013MU02195 A IN 2013MU02195A
Authority
IN
India
Prior art keywords
work
resources
work item
notifications
item
Prior art date
Application number
Inventor
Andrew D Flockhart
Robert C Steiner
Joylee Kohler
Original Assignee
Avaya Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Avaya Inc filed Critical Avaya Inc
Publication of IN2013MU02195A publication Critical patent/IN2013MU02195A/en

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/404—Collaboration among agents

Abstract

A contact center is described along with various methods and mechanisms for administering the same. Work assignment methods are disclosed that push notifications to one or more resources about available work item opportunities. The one or more resources can pull the work item from the notification groups to handle the work item. Moreover, the pushed notifications can be added to a traditional work assignment scheme to aid in the answering of work items and/or offer training to a plurality of resources.
IN2195MU2013 2012-09-19 2013-06-28 IN2013MU02195A (en)

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
US13/622,525 US8699695B2 (en) 2012-09-19 2012-09-19 Automatic call notification groups

Publications (1)

Publication Number Publication Date
IN2013MU02195A true IN2013MU02195A (en) 2015-06-12

Family

ID=50274463

Family Applications (1)

Application Number Title Priority Date Filing Date
IN2195MU2013 IN2013MU02195A (en) 2012-09-19 2013-06-28

Country Status (4)

Country Link
US (1) US8699695B2 (en)
BR (1) BR102013016675B1 (en)
IN (1) IN2013MU02195A (en)
PH (1) PH12013000191B1 (en)

Families Citing this family (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2012160773A1 (en) * 2011-05-24 2012-11-29 日本電気株式会社 Communication processing system, communication processing method, communication processing device and control method and control program thereof
US9401989B2 (en) 2013-09-05 2016-07-26 Avaya Inc. Work assignment with bot agents
US9531880B2 (en) * 2014-06-04 2016-12-27 Avaya Inc. Optimization in workforce management using work assignment engine data
US9569950B1 (en) * 2015-12-29 2017-02-14 Eidtag, Llc Lost and found system for personal items

Family Cites Families (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US7343406B1 (en) 2001-01-18 2008-03-11 Cisco Technology, Inc. Proactive call and contact center system
US20080120164A1 (en) * 2006-11-17 2008-05-22 Avaya Technology Llc Contact center agent work awareness algorithm
US20100235218A1 (en) 2008-09-29 2010-09-16 Avaya Inc. Pre-qualified or history-based customer service
US8964958B2 (en) 2009-05-20 2015-02-24 Avaya Inc. Grid-based contact center
US20110125793A1 (en) 2009-11-20 2011-05-26 Avaya Inc. Method for determining response channel for a contact center from historic social media postings
US20110125826A1 (en) 2009-11-20 2011-05-26 Avaya Inc. Stalking social media users to maximize the likelihood of immediate engagement
US8634543B2 (en) 2010-04-14 2014-01-21 Avaya Inc. One-to-one matching in a contact center

Also Published As

Publication number Publication date
BR102013016675B1 (en) 2022-04-12
BR102013016675A2 (en) 2015-08-25
US20140079209A1 (en) 2014-03-20
PH12013000191A1 (en) 2015-08-17
US8699695B2 (en) 2014-04-15
PH12013000191B1 (en) 2015-08-17

Similar Documents

Publication Publication Date Title
TWD170335S (en) Watch
TWD170341S (en) Wristwatch
TWD168487S (en) Cufflink
AU359181S (en) A table
TWD170026S (en) Vessel
CA145174S (en) Can
AU359031S (en) A buffet and hutch cabinet
CA145176S (en) Can
CA145175S (en) Can
IN2013MU02195A (en)
Ciraulo Sacraments and Personhood: John Zizioulas' Impasse and A Way Forward.
CA143997S (en) Chair
AU349264S (en) A chair
AU359766S (en) A chair
AU201615236S (en) A table
TWD183883S (en) Wireless presentation system
AU201615228S (en) A buffet
AU344537S (en) Pallet cushion
AU365076S (en) Activator device with lanyard
AU201611564S (en) DC charger
AU201615234S (en) A table
AU347516S (en) Wine rack
AU363036S (en) A table
AU359032S (en) A chair
CA143473S (en) Can