SYSTEMS AND METHODS FOR ALLOCATING AGENT RESOURCES IN A CONTACT CENTER

    公开(公告)号:US20170286887A1

    公开(公告)日:2017-10-05

    申请号:US15086205

    申请日:2016-03-31

    Applicant: Avaya Inc.

    Inventor: Thomas Moran

    Abstract: Allocating agent resources in a contact center including receiving a new contact at the contact center and instantiating a contact object corresponding to the new contact. A first set of information is received by the contact center, and a first unmanned aerial vehicle (UAV) is selected for deployment to a target destination. At least one characteristic of the first UAV is associated with the contact object; an additional set of information related to at least one of the contact object or the first UAV is received by the contact center during a travel period of the first UAV to the target destination; and a dynamic prediction is made regarding a particular agent of the contact center to connect to the contact object. The contact object is then connected to an agent device associated with the particular agent.

Patent Agency Ranking