Contact center dynamic record delivery

• US 20050278337A1
• Filed: 06/30/2005
• Published: 12/15/2005
• Est. Priority Date: 05/18/2002
• Status: Abandoned Application

• Current Assignee: Aspect Software Incorporated
• Original Assignee: Cim Ltd. (F. Walther Electrics Ltd.)
• Inventors: Hudecek, Donald, Mandel, Edward
• Application Number:
  US11/172,552
• Publication Number:
  US 20050278337A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

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.

Claims

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.

2. The system of claim 1 wherein the queue is segregated into virtual data sets each having at least one prospect data record.

3. The system of claim 1 wherein the selected prospect data records are prioritized within the queue.

4. The system of claim 1 wherein the selected prospect data records within the queue are accessed by requests from free agents.

5. The system of claim 1 wherein the selected prospect data records within the queue are automatically distributed to agents as the agents become available.

6. The system of claim 5 wherein the agent sends a request to the queue and the queue passes a prospect ID to the processor to permit access by the agent to the prospect data record in the database.

7. The system of claim 1 wherein the agent sends a disposition code to the processor to update the prospect data record in the database.

8. The system of claim 1 wherein the processor selects prospect data records for a campaign that meet multiple sets of predefined criteria, produces a queue of the selected prospect data records for each set of predefined criteria;

the interface permits selection of multiple sets of predefined criteria for defining a campaign with multiple queues; and

a database for storing prospect data records, predefined criteria, and information associated with the queues of the selected prospect data records.

9. A method of distributing a plurality of prospect data records to agents in a call center comprising:

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.

10. The method of claim 9, further comprising:

attempting to contact a prospect associated with the prospect data record at substantially the same time as the prospect data record is sent to the agent.

11. The method of claim 9, further comprising:

assigning priority levels to the prospect data records in the queue.

12. The method of claim 11, wherein the priority levels are based upon desired characteristics of the prospects.

13. The method of claim 9, further comprising:

monitoring agent activity to detect when an agent becomes available and sending the prospect data record from the queue to the agent when the agent is available.

14. A method of managing allocation client data records in a communication center comprising:

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.

15. The method of claim 14, further comprising:

attempting to contact a client associated with the client data record at substantially the same time as the client data record is sent to the agent.

16. The method of claim 14, further comprising:

monitoring agent activity to detect when an agent becomes available and sending a client data record from the queue to the agent when the agent is available.

17. The method of claim 14, wherein the queue is a virtual queue.

18. The method of claim 14, further comprising:

selecting at least one additional set of criteria to identify at least one additional set of client data records for defining at least one additional queue, and

creating at least one additional queue based upon the additional criteria.

19. The method of claim 18, wherein the client data record is included in more than one queue.

20. The method of claim 14, further comprising:

locking the client data record sent to the agent from the queue to restrict access by other agents.

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:

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.

22. The computer program product of claim 21 being operable to further cause the machine to attempt to contact a prospect associated with a prospect data record at substantially the same time as the prospect data record is sent to the agent.

23. The computer program product of claim 21 being operable to further cause the machine to assign priority levels to the prospect data records in the queue.

24. The computer program product of claim 23 wherein the priority levels are based upon desired characteristics of the prospects.

25. The computer program product of claim 21 being operable to further cause the machine to monitor agent activity to detect when the agent becomes available and sending a prospect data record from the queue to the agent when the agent is available.

26. The computer program product of claim 21, wherein the queue is a virtual queue.

27. The computer program product of claim 21 being operable to further cause the machine to select 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, and create at least one additional queue based upon the additional criteria.

28. The computer program product of claim 27 wherein a prospect data record is included in more than one queue.

29. The computer program product of claim 21 being operable to further cause the machine to lock a prospect data record sent to an agent from the queue to restrict access by other agents.