System for Automatic Assignment of Agents in Inbound and Outbound Campaigns
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United States of America Patent
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app pub date -
May 15, 2012
filing date -
Oct 25, 2010
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Abstract
A system manages inbound and outbound transactions in a contact center that executes software, and one or more data repositories. The software provides a function designating in agent profiles stored in a data repository, individual agents or groups of agents as capable of operating in either the inbound or outbound campaign, a function monitoring activity in both the inbound and the outbound campaign via software executing on one or more servers in the contact center, a function identifying a change in activity in one of the campaigns that qualifies for reassignment of one or more agents, a function selecting an agent or a group of agents to transfer, a function notifying the agent or group of agents of the pending transfer and the time that the transfer will be accomplished, and a function transferring the agent or the group of agents from the one campaign to the other campaign.
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