Invention Grant
- Patent Title: Interaction management system and methods of use
- Patent Title (中): 交互管理系统和使用方法
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Application No.: US12695382Application Date: 2010-01-28
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Publication No.: US09537924B2Publication Date: 2017-01-03
- Inventor: James Harmon Barnett , Mark Scott
- Applicant: James Harmon Barnett , Mark Scott
- Applicant Address: US CA Daly City
- Assignee: Genesys Telecommunications Laboratories, Inc.
- Current Assignee: Genesys Telecommunications Laboratories, Inc.
- Current Assignee Address: US CA Daly City
- Agency: Lewis Roca Rothgerber Christie LLP
- Main IPC: G06F3/048
- IPC: G06F3/048 ; H04L29/08 ; G06F3/0484 ; G06F3/0481 ; H04M3/51 ; H04M3/523 ; H04M7/00
Abstract:
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.
Public/Granted literature
- US20110185293A1 Interaction Management System and Methods of Use Public/Granted day:2011-07-28
Information query
