System and method for automated call distribution
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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Abstract
Aspects of systems and methods for maintaining and operating agent nodes are provided. In some embodiments, calls, contacts, and other work units may be routed to individual customer service agents via a centralized queue based on a variety of factors. Some embodiments may provide market-based call pricing and customer service agent compensation.
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Citations
20 Claims
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1. A system for identifying agents to whom incoming calls from users are automatically distributed, the system comprising:
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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. - View Dependent Claims (2, 3, 4)
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5. A computer-implemented method for identifying agents to whom incoming calls from users are to be routed, the computer-implemented method comprising:
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receiving information related to a user'"'"'s incoming call; identifying a group of agents associated with an agent node to process the incoming call 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; selecting an agent to process the incoming call from the group of agents; and providing instructions to cause a connectivity controller to route the incoming call to the selected agent. - View Dependent Claims (6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A non-transitory computer readable medium comprising computer-executable instructions to automatically select agents capable of processing calls, when executed on a processor enables the processor to:
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receive information related to an incoming call from a user; identify a group of agents associated with an agent node to process the incoming call 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; select an agent to process the incoming call from the group of agents; and provide instructions to cause a connectivity controller to route the incoming call to the selected agent. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification