Method and apparatus for assigning priorities by applying dynamically-changeable business rules
First Claim
1. In a transaction processing system, a method for prioritizing and presenting calls routed from callers through a communication network to an agent station having an associated agent, the incoming calls based on voice-dialog communication and/or text-dialog communication, the method comprising the steps of:
- receiving a call from the communication network;
determining at least one contact evaluation parameter associated with the call;
applying one or more selected business rules to the contact evaluation parameter to generate a priority value corresponding to the call;
assigning the priority value to the call; and
displaying an indication of each of the calls based on the assigned priority value.
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Accused Products
Abstract
A novel method and apparatus which in one embodiment provides for prioritizing and presenting calls routed from callers through a communication network to an agent station having an associated agent, where the calls are based on voice-dialog communication and/or text-dialog communication. The method includes the steps of receiving a call from the communication network, determining a contact evaluation parameter associated with the call, and applying one or more selected business rules to the contact evaluation parameter to generate a priority value corresponding to the call. The call is assigned the priority value and is routed to a selected agent station. The call is displayed with an indication of its assigned priority value so that the agent may service the calls in priority order.
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Citations
35 Claims
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1. In a transaction processing system, a method for prioritizing and presenting calls routed from callers through a communication network to an agent station having an associated agent, the incoming calls based on voice-dialog communication and/or text-dialog communication, the method comprising the steps of:
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receiving a call from the communication network;
determining at least one contact evaluation parameter associated with the call;
applying one or more selected business rules to the contact evaluation parameter to generate a priority value corresponding to the call;
assigning the priority value to the call; and
displaying an indication of each of the calls based on the assigned priority value. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28)
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29. A transaction processing system for prioritizing and presenting calls routed from callers through a communication network to an agent station having an associated agent, the calls based on voice-dialog communication and/or text-dialog communication comprising:
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means for receiving a call from the communication network;
means for determining a contact evaluation parameter associated with the call;
means for applying one or more selected business rules to the contact evaluation parameter to generate a priority value corresponding to the call;
means for assigning the priority value to the call; and
means for displaying an indication of each of the calls based on the assigned priority value. - View Dependent Claims (30, 31, 32, 33)
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34. A transaction processing system configured to prioritize and present calls routed from a caller through a communication network to an agent station having an associated agent, the calls based on voice-dialog communication and/or text-dialog communication, the system comprising:
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at least one communication processor operatively incorporated into or coupled to the transaction processing system to facilitate sending and receiving the voice-dialog communication and text-dialog communication between the caller and the agent to determine;
a contact evaluation parameter associated with the call and applying one or more selected business rules to the contact evaluation parameter to generate a priority value corresponding to the call and to assign the priority value to the call; and
a plurality of agent stations operatively coupled to the communication processor, each agent terminal having a display screen to display a list of pending calls and to display on the display screen an indication of each of the calls based on the assigned priority value so that the agent services the calls in priority order.
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35. A computer readable memory or data storage means encoded with data representing a computer program for a transaction processing system, the system configured to prioritize and present calls routed from callers through a communication network to an agent station having an associated agent, the calls based on voice-dialog communication and/or text-dialog communication, the computer readable memory or data storage means comprising:
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means for receiving an incoming call from the communication network;
means for determining a contact evaluation parameter associated with the call;
means for applying one or more selected business rules to the contact evaluation parameter to generate a priority value corresponding to the call;
means for assigning the priority value to the call; and
means for displaying an indication of each of the calls based on the assigned priority value.
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Specification