Is a
Patent attributes
Current Assignee
Patent Jurisdiction
Patent Number
Patent Inventor Names
Andrew D. Flockhart0
Robert C. Steiner0
Date of Patent
July 31, 2012
Patent Application Number
11064367
Date Filed
February 22, 2005
Patent Citations Received
Patent Primary Examiner
Patent abstract
A contact center 100 having a plurality of performance goals is provided. The contact center includes a routing agent 232 operable, when a work item is to be routed to a servicing destination 134, 138 or 208, determine, for each performance goal, a status of goal realization 304 or 504 and a corresponding set of selection criteria 308 or 508 for the determined statuses of goal realization and a destination selector 216 or 220 operable to select the servicing destination based, at least in part, on the set of selection criteria.
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