SYSTEM AND METHOD FOR AUTOMATED CALL DISTRIBUTION
First Claim
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1. A system for identifying agents to whom incoming calls from users are automatically distributed, the system comprising:
- a data store that maintains information related to at least one of user history information, user identity information, agent capability information, and incoming call information; and
a computing device in communication with the data store, the computing device operative to identify an agent to whom an incoming call is to be distributed from a group of agents qualified to process the incoming call, the identification based at least in part on information related to at least one of the user history information, user identity information, agent capability information and incoming call information maintained in the data store.
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Abstract
Aspects of systems and methods for maintaining and operating agent nodes are provided. In some embodiments, calls, contacts, and other work units may be routed to individual customer service agents via a centralized queue based on a variety of factors. Some embodiments may provide market-based call pricing and customer service agent compensation.
122 Citations
44 Claims
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1. A system for identifying agents to whom incoming calls from users are automatically distributed, the system comprising:
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a data store that maintains information related to at least one of user history information, user identity information, agent capability information, and incoming call information; and a computing device in communication with the data store, the computing device operative to identify an agent to whom an incoming call is to be distributed from a group of agents qualified to process the incoming call, the identification based at least in part on information related to at least one of the user history information, user identity information, agent capability information and incoming call information maintained in the data store. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A computer-implemented method for identifying agents to whom incoming calls from users are to be routed, the computer-implemented method comprising:
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receiving information relating to an incoming call from a user; selecting an available agent in an agent node to process the incoming call, wherein the agent is selected from a group of agents qualified to process the incoming call based at least in part on information related to at least one of the user, the capabilities of the agent, and the incoming call; and providing instructions to route the incoming call to the selected agent. - View Dependent Claims (9, 10, 11, 12, 13, 14, 15, 16, 17, 18)
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19. A system for identifying available agents to process incoming calls, the system comprising:
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a data store that maintains information relating to an incoming call from a user; and a relationship manager operable to; identifying an available agent in an agent node to process the incoming call, wherein the agent is identified from a group of agents qualified to process the incoming call based at least in part on information obtained from the data store that is related to at least one of the user, the capabilities of the agent, and the incoming call; and instructing that the incoming call be assigned to the available agent. - View Dependent Claims (20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37)
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38. A computer readable medium having computer-executable components for automatically selecting agents capable of processing calls, the computer-executable components comprising:
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a relationship manager component that associates an incoming call with an agent in an agent node from a group of agents qualified to process the incoming call, wherein the call is initiated by a user, wherein the association is based at least in part on information related to at least one of user history information, user identity information, the capabilities of the agent, and the incoming call; and
that further automatically instructs the call to be assigned to the agent for processing; anda user interface component that enables the agent to indicate the agent'"'"'s availability to process the incoming call. - View Dependent Claims (39, 40, 41, 42, 43, 44)
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Specification