METHOD AND SYSTEM USING PRESENCE INFORMATION TO IMPROVE SERVICES PROVIDED BY AUTOMATIC CALL DISTRIBUTION CENTERS
Patent №
US 8,345,854
Granted
2013-01-01
Filed 2005
Owner
CISCO TECHNOLOGY, INC.
Lab
—
AI components
1
ml
Assignment
Recorded
Dataset
AIPD
2023_r1 edition
Application
11058874
In accordance with a particular embodiment of the present invention, a method using presence information to improve automatic call distribution includes receiving a call for connection with one of a plurality of agents. An indicator of a service level problem is detected, and presence information is used to identify one or more draftable agents that are not in a ready state in response to detecting the indicator. The call is distributed to a selected one of the identified one or more draftable agents.
AI classification
Ownership
CISCO TECHNOLOGY, INC.
assignment · 162820571
Assignors
SCHAFFER, SHMUEL (NMI), CHAHROURI, GEBRAN G., PATEL, LABHESH, KHOURI, JOSEPH F.
On an employer assignment, the assignors are typically the inventors.