H - Electricity – 04 – Q
Patent
H - Electricity
04
Q
H04Q 3/64 (2006.01) H04M 3/51 (2006.01) H04M 3/36 (2006.01)
Patent
CA 2352657
Method and apparatus for configuring agent log-off reasons in connection with an automatic contact distribution (ACD) system. An organization operating an ACD system can define any number of agent log-off reasons, which can be configured for individual agents, for groups of agents, or system-wide. These custom-defined reasons can be incorporated in historical reports and in real-time displays regarding schedule adherence. These custom-defined reasons can be changed at any time. In addition, the order in which the reasons appear for selection by an agent can be changed at any time, and can be reordered automatically in accordance with different algorithms.
Baker Daniel F.
Beck James Lewis III
Eitel Robert T.
Skibinski Jeffrey J.
Gowling Lafleur Henderson Llp
Rockwell Electronic Commerce Corp.
Rockwell Firstpoint Contact Corporation
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