Contact center resource allocation based on work bidding/auction

A contact center for servicing a plurality of contacts received from a plurality of customers is provided. The contact center includes: (a) a plurality of workstations 15 corresponding to a plurality of resources 14; (b) a central server 10 in communication with the plurality of workstations, compri...

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Bibliographic Details
Main Authors FLOCKHART ANDREW D, ROYBAL LARRY J, STEINER ROBERT C
Format Patent
LanguageEnglish
Published 31.03.2005
Edition7
Subjects
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TELEPHONIC COMMUNICATION
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Summary:A contact center for servicing a plurality of contacts received from a plurality of customers is provided. The contact center includes: (a) a plurality of workstations 15 corresponding to a plurality of resources 14; (b) a central server 10 in communication with the plurality of workstations, comprising: (i) at least one queue 42, 46 and/or 66 of contacts; and (ii) a bid item selecting agent 74 operable to (a) request at least some of the plurality of resources to submit a bid to service at least one contact; (b) receive at least one bid to service the at least one contact; and (c) select a resource from among the plurality of resources to service the at least one contact.
Bibliography:Application Number: US20030673105