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Method and apparatus for automated personalization and presentation of workload assignments to agents within a multimedia communication center

IPC분류정보
국가/구분 United States(US) Patent 등록
국제특허분류(IPC7판)
  • G06F-015/173
출원번호 US-0253277 (1999-02-19)
발명자 / 주소
  • Christopher Clemmett Macleod Beck
  • Jonathan Michael Berke
  • Joel A Johnstone
  • Robin Marie Mitchell
  • James Karl Powers
  • Mark Franklin Sidell
  • Charles Dazler Knuff
출원인 / 주소
  • Genesys Telecommunications Laboratories, Inc.
대리인 / 주소
    Donald R. Boys
인용정보 피인용 횟수 : 187  인용 특허 : 14

초록

In a multimedia call center (MMCC) an agent work presentation software model (AWPM) may be programmed to an individual agent or group of agents, and set to launch automatically each time an agent for whom the model is programmed logs on to the operating system of the MMCC. The AWPM has interfaces fo

대표청구항

1. In a Multimedia Call Center (MMCC) operating system (OS), an agent work presentation software model (AWPM), comprising:an identification function to an agent or agent group: a programming interface for a supervisor to enter operating parameters; an automatic interface to one or more OS data repos

이 특허에 인용된 특허 (14)

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