Patent ID: 6493695
Filing Date: 2002-12-10
Classification: H04M

Abstract:
A method for processing a customer interaction of any media type for assignment to at least one selected agent or at least one selected queue coupled to at least one agent, comprising the steps of:receiving the customer interaction; extracting customer data from the received customer interaction and linking the customer data with the customer interaction from which the customer data was extracted; storing the customer data in a data structure that is generic across all media types of the customer interactions; applying the customer data in the generic data structure to a rule-based engine, the rule-based engine operating upon the extracted customer data to select the at least one agent or the at least one queue to which to assign the generic data structure; assigning and sending the generic data structure to the at least one selected agent or to the at least one queue; retrieving the customer interaction linked to the generic data structure, and presenting the retrieved customer interaction to the at least one selected agent.