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SYSTEM AND METHOD FOR PROVIDING SERVICE BY A FIRST AGENT WHILE WAITING FOR A SECOND AGENT
SYSTEM AND METHOD FOR PROVIDING SERVICE BY A FIRST AGENT WHILE WAITING FOR A SECOND AGENT
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机译：等待第二代理商时由第一代理商提供服务的系统和方法
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摘要
System and method for servicing a contact by a first agent while searching for a second agent to service the contact is provided. At least one agent attribute is used to produce a set of agent attribute values, and at least one contact attribute is used to produce a set of contact attribute values; relating agent attribute values to contact attribute values in order to search for at least one available first agent having at least a first predetermined level of matching attributes; delivering the contact to the first agent; relating agent attribute values to contact attribute values in order to search for at least one second agent having at least a second predetermined level of matching attributes, wherein the second predetermined level is greater than the first predetermined level; waiting until the second agent is available; and replacing the first agent with the second agent to service the contact.
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