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Selecting and assigning customer contacts or intra-enterprise contacts or notifications to agents in a contact centre
Selecting and assigning customer contacts or intra-enterprise contacts or notifications to agents in a contact centre
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机译：选择并分配客户联系人或企业内部联系人或通知给联系中心中的座席
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摘要
A contact center such as an Automatic Call Distribution (ACD) system is provided that includes a work item queue 208, 250 comprising an intra-enterprise contact associated with at least first and second internal endpoints of an enterprise (such as agent-to-agent contacts or supervisor-to-agent contact); and a selector operable to select and assign a work item to an agent. In selecting the work item, the selector considers both a customer contact and the intra-enterprise contact. The intra-enterprise contact, for example, can be a training notification, which can be useful as an automated mentoring system for trainees to warn them about process violations, mistakes, successes or general information. Both contacts and notifications are viewed by the system as potential work items to be evaluated for potential distribution to the agent. Notifications are delivered to the agent before impending contact is assigned if interactions could benefit from added information being known to the contact agent. Thus, the enterprise can balance its resource training and customer service goals simultaneously. The normal flow of work handling by an agent is not interrupted at inopportune times.
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