Contact center dynamic record delivery
First Claim
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1. A system for distributing prospect data records to a plurality of agents comprising:
- a processor for selecting prospect data records for a campaign that meet predefined criteria, producing a queue of the selected prospect data records, and assigning the selected prospect data records to agents as the agents become available;
an interface for permitting selection of the predefined criteria for defining the campaign; and
a database for storing prospect data records, predefined criteria, and information associated with the queue of the selected prospect data records.
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Accused Products
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
29 Claims
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1. A system for distributing prospect data records to a plurality of agents comprising:
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a processor for selecting prospect data records for a campaign that meet predefined criteria, producing a queue of the selected prospect data records, and assigning the selected prospect data records to agents as the agents become available;
an interface for permitting selection of the predefined criteria for defining the campaign; and
a database for storing prospect data records, predefined criteria, and information associated with the queue of the selected prospect data records. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A method of distributing a plurality of prospect data records to agents in a call center comprising:
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forming a virtual queue of prospect data records from the plurality of prospects data records;
sending from the virtual queue a selected prospect data record to an agent responsive to at least one of (a) a request by the agent, and (b) detection of the agent as a free agent;
locking the selected prospect data record to at least temporarily restrict access to the selected prospect data record by other agents;
selecting at least one additional set of criteria to identify at least one additional set of prospect data records for defining at least one additional queue;
creating at least one additional queue based upon the additional criteria; and
locking a prospect data record sent to an agent from the queue to restrict access by other agents. - View Dependent Claims (10, 11, 12, 13)
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14. A method of managing allocation client data records in a communication center comprising:
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a) selecting criteria to identify client records from a plurality of client data records for inclusion in a queue;
b) creating the queue of selected client data records based upon the criteria; and
c) sending the client data record from the queue to an agent. - View Dependent Claims (15, 16, 17, 18, 19, 20)
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21. A computer program product, tangibly embodied in an information carrier, for assigning a process to a processor for execution, the computer program product being operable to cause a machine to:
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selecting criteria to identify prospect data records from a plurality of prospect data records for inclusion in a queue;
creating the queue of selected prospect data records based upon the criteria; and
sending the prospect data record from the queue to an agent. - View Dependent Claims (22, 23, 24, 25, 26, 27, 28, 29)
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Specification