Business analytics strategy transaction reporter method and system
First Claim
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1. A method for reporting routing transactions using information collected from a transaction routing system, said method comprising the steps of:
- providing a transaction routing system comprised of a contact center, a contact center evaluator, a routing rules engine and a business rules evaluator configured to generate routing transaction decisions based on inputted information; and
reporting routing transactions based on the generated decisions.
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Abstract
A business method and system is provided for reporting routing transactions using business strategy and tactics information. In one embodiment, a contact center evaluator, a routing rules engine and a business rules evaluator are provided. Information may be input into the contact center evaluator from a contact center and to the business rules evaluator from a business system. Further, a routing engine is provided and reports are generated based on business information and decisions made for routing a call or transaction.
30 Citations
51 Claims
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1. A method for reporting routing transactions using information collected from a transaction routing system, said method comprising the steps of:
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providing a transaction routing system comprised of a contact center, a contact center evaluator, a routing rules engine and a business rules evaluator configured to generate routing transaction decisions based on inputted information; and
reporting routing transactions based on the generated decisions. - 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)
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24. A method for reporting routing transactions using business strategy and tactics information, said method comprising the steps of:
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providing a contact center evaluator, a routing rules engine and a business rules evaluator;
inputting information to the contact center evaluator from a contact center;
inputting information to the business rules evaluator from a business system;
providing a routing engine and generating decisions for routing a transaction based on information from the routing rules engine; and
reporting routing transactions based on the generated decisions. - View Dependent Claims (25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45)
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46. A method for routing and reporting routing transactions using business strategy and tactics information, said method comprising the steps of:
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providing a contact center evaluator, a routing rules engine and a business rules evaluator;
inputting information to the contact center evaluator from a contact center;
inputting information to the business rules evaluator from a business system;
providing a routing engine and generating decisions for routing a transaction based on information from the routing rules engine; and
reporting routing transactions based on the generated decisions. - View Dependent Claims (47, 48, 49, 50, 51)
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Specification