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System and method for automated call distribution

  • US 10,348,903 B2
  • Filed: 09/15/2017
  • Issued: 07/09/2019
  • Est. Priority Date: 11/13/2007
  • Status: Active Grant
First Claim
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1. A system for identifying agents to whom incoming calls from users are automatically distributed, the system comprising:

  • one or more data stores adapted to maintain at least one of user history information, user identity information, agent capability information, or incoming call information; and

    a computing device in communication with the one or more data stores, the computing device operative to;

    identify a group of agents associated with an agent node to process an incoming call from a user based upon information related to utilization of the agent node compared to a target agent node utilization value, wherein the target agent node utilization value indicates a predetermined target call volume for the group of agents associated with the agent node;

    identify an agent from the group of agents to whom an incoming call from a user is to be distributed; and

    provide instructions to cause a connectivity controller to distribute the incoming call to the identified agent.

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