发明授权
- 专利标题： Interaction management system and methods of use
- 专利标题（中）： 交互管理系统和使用方法
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申请号： US12695382申请日： 2010-01-28
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公开(公告)号： US09537924B2公开(公告)日： 2017-01-03
- 发明人: James Harmon Barnett , Mark Scott
- 申请人： James Harmon Barnett , Mark Scott
- 申请人地址： US CA Daly City
- 专利权人： Genesys Telecommunications Laboratories, Inc.
- 当前专利权人： Genesys Telecommunications Laboratories, Inc.
- 当前专利权人地址： US CA Daly City
- 代理机构： Lewis Roca Rothgerber Christie LLP
- 主分类号： G06F3/048
- IPC分类号： G06F3/048 ; H04L29/08 ; G06F3/0484 ; G06F3/0481 ; H04M3/51 ; H04M3/523 ; H04M7/00
摘要：
A communication transaction management system has a computerized appliance executing software from a digital medium for a particular enterprise, a holding function of the software tracking received transactions initiated by associated persons, and selecting individual transactions for connection to live agents, and a monitoring function for determining behavior of the persons associated with individual transactions on hold relative to an interactive presentation. Individual transactions on hold are prioritized for connection to live agents at least in part depending on the behavior determined by the monitoring function.
公开/授权文献
- US20110185293A1 Interaction Management System and Methods of Use 公开/授权日：2011-07-28
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