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1. (WO2018122614) TECHNIQUES FOR L3 PAIRING

Pub. No.:    WO/2018/122614    International Application No.:    PCT/IB2017/001748
Publication Date: Fri Jul 06 01:59:59 CEST 2018 International Filing Date: Tue Dec 19 00:59:59 CET 2017
IPC: H04M 3/523
H04M 3/36
H04M 3/51
Applicants: AFINITI EUROPE TECHNOLOGIES LIMITED
Inventors: CHISHTI, Zia
Title: TECHNIQUES FOR L3 PAIRING
Abstract:
Techniques for L3 pairing and workforce management in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for L3 pairing in a contact center system comprising identifying a plurality of contacts waiting for assignment, identifying a plurality of agents available for assignment, and selecting at least one of the plurality of agents with at least one of the plurality of contacts for assignment and connection within the contact center system.