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...

Full description

Saved in:
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
Online AccessGet full text

Cover

Abstract 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.
AbstractList 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.
Author ROYBAL LARRY J
STEINER ROBERT C
FLOCKHART ANDREW D
Author_xml – fullname: FLOCKHART ANDREW D
– fullname: ROYBAL LARRY J
– fullname: STEINER ROBERT C
BookMark eNrjYmDJy89L5WRwcM7PK0lMLlFITs0rSS1SKEotzi8tSk5VSMzJyU9OLMnMz1NISixOTVEAMsrzi7IVkjJTUjLz0vUTS5NBsjwMrGmJOcWpvFCam0HZzTXE2UM3tSA_PrW4IBFocGpJfGiwkYGBqYG5oZGJoaOhMXGqAL5INBI
ContentType Patent
DBID EVB
DatabaseName esp@cenet
DatabaseTitleList
Database_xml – sequence: 1
  dbid: EVB
  name: esp@cenet
  url: http://worldwide.espacenet.com/singleLineSearch?locale=en_EP
  sourceTypes: Open Access Repository
DeliveryMethod fulltext_linktorsrc
Discipline Medicine
Chemistry
Sciences
Edition 7
ExternalDocumentID US2005071241A1
GroupedDBID EVB
ID FETCH-epo_espacenet_US2005071241A13
IEDL.DBID EVB
IngestDate Fri Jul 19 15:28:27 EDT 2024
IsOpenAccess true
IsPeerReviewed false
IsScholarly false
Language English
LinkModel DirectLink
MergedId FETCHMERGED-epo_espacenet_US2005071241A13
Notes Application Number: US20030673105
OpenAccessLink https://worldwide.espacenet.com/publicationDetails/biblio?FT=D&date=20050331&DB=EPODOC&CC=US&NR=2005071241A1
ParticipantIDs epo_espacenet_US2005071241A1
PublicationCentury 2000
PublicationDate 20050331
PublicationDateYYYYMMDD 2005-03-31
PublicationDate_xml – month: 03
  year: 2005
  text: 20050331
  day: 31
PublicationDecade 2000
PublicationYear 2005
RelatedCompanies ROYBAL LARRY J
STEINER ROBERT C
FLOCKHART ANDREW D
RelatedCompanies_xml – name: FLOCKHART ANDREW D
– name: ROYBAL LARRY J
– name: STEINER ROBERT C
Score 2.6158383
Snippet 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...
SourceID epo
SourceType Open Access Repository
SubjectTerms ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TELEPHONIC COMMUNICATION
Title Contact center resource allocation based on work bidding/auction
URI https://worldwide.espacenet.com/publicationDetails/biblio?FT=D&date=20050331&DB=EPODOC&locale=&CC=US&NR=2005071241A1
hasFullText 1
inHoldings 1
isFullTextHit
isPrint
link http://utb.summon.serialssolutions.com/2.0.0/link/0/eLvHCXMwfV1bS8MwFD6MKeqbTsXLlIDSt7J262V9KOp6YQi74DbZ22jSDAbSja3i3_ectNU97S0kcDgJfPmSnHO-ADybljBFaht6YhhL3eq0uzr3loluSKPjOTzljqBq5MHQ6c-s97k9r8FXVQujdEJ_lDgiIkog3nO1X2_-H7FClVu5a_EVdq1f4qkfatXtmIJyphb2_Gg8CkeBFgT-bKINP4oxF8nMfMO70hEepF3CQ_TZo7qUzT6pxOdwPEZ7WX4BNZk14DSo_l5rwMmgDHljs0Tf7hJeSUoqETmjjEq5Zdvy6Z1R8LzwmhErpQwblHDF-ColbmolhUbsFTzF0TTo6-jK4m_mi9lk3-_ONdSzdSZvgLnSTrkguT3hWN2EPgz32ohHU-AByXblLTQPWbo7PHwPZ0qhVJXeNaGeb7_lA3Jvzh_Vkv0CI5OHdQ
link.rule.ids 230,309,783,888,25576,76876
linkProvider European Patent Office
linkToHtml http://utb.summon.serialssolutions.com/2.0.0/link/0/eLvHCXMwfV3fT8IwEL4QNOKbosYfqE00e1vYYD_ggahsLFPZILIZ3sjalYTEDAIz_vtey6Y88da0yeXa5OvX9u6-AjzqBtNZampqomlz1Wi3OirtzhNV41q7a9GUWkxUIweh5cfG29ScVuCrrIWROqE_UhwREcUQ77ncr1f_j1iuzK3cNOkCu5ZPXtRzlfJ2LIJyuuL2e4PxyB05iuP04okSfmzHbCQz_QXvSgd4yLYFHgaffVGXstolFe8EDsdoL8tPocKzOtSc8u-1OhwFRcgbmwX6NmfwLKSkEpYTkVHJ12RdPL0TETzfek0EK6UEGyLhitBFKripmWw1Ys_hwRtEjq-iK7O_mc_iya7f7QuoZsuMXwKxuZlSJuT2mGV0EvFheLeFeNQZHpBMm19BY5-l6_3D91Dzo2A4G76G7zdwLNVKZRleA6r5-pvfIg_n9E4u3y-p2opo
openUrl ctx_ver=Z39.88-2004&ctx_enc=info%3Aofi%2Fenc%3AUTF-8&rfr_id=info%3Asid%2Fsummon.serialssolutions.com&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Apatent&rft.title=Contact+center+resource+allocation+based+on+work+bidding%2Fauction&rft.inventor=FLOCKHART+ANDREW+D&rft.inventor=ROYBAL+LARRY+J&rft.inventor=STEINER+ROBERT+C&rft.date=2005-03-31&rft.externalDBID=A1&rft.externalDocID=US2005071241A1