Patent ID: 9117188
Filing Date: 2015-08-25
Classification: G06Q

Abstract:
1. A method comprising: processing, at a multimedia contact routing server, a real-time task assignment request comprising a task type corresponding to a task; querying a database connected to the multimedia contact routing server based on the real-time task assignment request and on the task type to identify an agent profile and agent status information for the identified agent profile, the agent profile comprising identification information to identify an agent workstation; generating, using the multimedia contact routing server, assignment information for assigning the real-time task to the agent workstation based on the agent status information when the agent status information indicates the agent is processing a non-real-time task; transmitting updated agent status information to the database to indicate the agent is processing a real-time task; determining, using the multimedia contact routing server, that the real-time task is still pending with the assigned agent; and performing, at the multimedia contact routing server, a management action in response to the determination that the real-time task is still pending.