Contact center dynamic record delivery
First Claim
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1. In a call center campaign system, a method of dynamically allocating prospect data records, comprising:
- segregating prospect data records into a first group of prospect data records (the first group) and a second group of prospect data records (the second group) based on at least one criteria, wherein the first group defines a virtual queue; and
sending a prospect data record from the first group to an agent for processing.
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Abstract
The invention, in one embodiment, generally establishes a master queue with a priority order based on predefined criteria, and then distributes information about a first prospect to one agent, and information about a second prospect to a second agent and so on, in the priority order. The prospect information is distributed without duplication, and can be updated dynamically, including when a prospect'"'"'s information is not in the master queue.
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Citations
20 Claims
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1. In a call center campaign system, a method of dynamically allocating prospect data records, comprising:
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segregating prospect data records into a first group of prospect data records (the first group) and a second group of prospect data records (the second group) based on at least one criteria, wherein the first group defines a virtual queue; and
sending a prospect data record from the first group to an agent for processing. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
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17. A call center campaign system that dynamically allocates prospect data records, comprising:
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a database of prospect data records;
wherein the database comprises a campaign database of criteria-qualified prospect data records; and
a logical queue comprising criteria-qualified prospect data records from at least the campaign database. - View Dependent Claims (18, 19)
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20. A computing device that dynamically allocates prospect data records, by:
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segregating prospect data records into a first group and a second group based on at least one criteria;
assigning a priority to each data record in the first group; and
sending a prospect data record to an agent for processing.
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Specification