Acd tier based routing

Details Acd tier based routing Acd tier based routing

H - Electricity

04

Q

H04Q 3/64 (2006.01) H04M 3/523 (2006.01)

Patent

CA 2299130

A method is provided for assigning agents of a plurality of agent groups to a agent pool for answering a call based upon a time delay for answering the call. The method includes the steps of designating a first agent group as candidates for answering a call based upon first availability, forming an expanded group of the first group and at least some agents of a second group when the time delay exceeds a threshold and assigning the call to an agent of the expanded group based upon first availability.

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