Systems and methods for qualification-based intelligent call routing
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Abstract
Systems and methods are provided for routing calls. The calls may be routed based on criteria. In one example, the criteria include a requirement that an agent be licensed. The licensing requirement may be determined, for example, based on the telephone number of a caller. The caller may specify additional criteria. The system may determine, from among agents meeting the licensing criterion and the customer-specified criteria, which available agent has a highest rating. The call may be routed to the highest-rated available agent meeting the licensing requirement and the customer-specified criteria.
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Current AssigneeCapital One Services LLC (Capital One Financial Corporation)
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Original AssigneeCapital One Financial Corporation
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InventorsHunter, Timothy, Farrell, Thomas, Ford, Paul, Foley, Peter, Moore, Terrence
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Application NumberUS11/258,938Publication NumberTime in Patent OfficeDaysField of SearchUS Class Current379/265.20CPC Class CodesH04M 3/5233 Operator skill based call d...
