SYSTEMS AND METHODS FOR CALL CENTER ROUTING
First Claim
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1. A computer-implemented method for routing calls received at a call center, the method comprising:
- identifying one or more performance metrics for ranking call center agents;
ranking a plurality of call center agents based at least in part on the one or more performance metrics;
receiving a call;
determining, based at least in part on the rankings and respective utilizations of the plurality of call center agents, one of the plurality of call center agents to route the received call to; and
routing the received call to the one of the plurality of call center agents.
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Abstract
Systems and methods for routing calls received by a call center are provided. One or more performance metrics for ranking call center agents may be determined, and a plurality of call center agents may be ranked based at least in part on the one or more performance metrics. A call may be received and a determination may be made of one of the plurality of call center agents to route the received call to. The determination may be based at least in part on the rankings and respective utilization of the plurality of call center agents. The received call may be routed to the one of the plurality of call center agents.
210 Citations
20 Claims
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1. A computer-implemented method for routing calls received at a call center, the method comprising:
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identifying one or more performance metrics for ranking call center agents; ranking a plurality of call center agents based at least in part on the one or more performance metrics; receiving a call; determining, based at least in part on the rankings and respective utilizations of the plurality of call center agents, one of the plurality of call center agents to route the received call to; and routing the received call to the one of the plurality of call center agents. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system for routing calls received at a call center, the system comprising:
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at least one inbound call queue operable to receive a call; at least one memory operable to store performance metrics for ranking call center agents; and at least one processor operable to (i) access the at least one memory to obtain one or more performance metrics, (ii) rank a plurality of call center agents based at least in part on the one or more performance metrics, (iii) determine, based at least in part on the rankings, one of the plurality of call center agents to route the received call to, and (iv) control the routing of the call from the at least one inbound call queue to the one of the plurality of call center agents. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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19. A computer-implemented method for routing calls at a call center, the method comprising:
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identifying one or more performance metrics for ranking call center agents; determining respective proficiency scores for a plurality of call center agents based at least in part on the one or more performance metrics and on respective historical data associated with the plurality of call center agents; ranking the plurality of call center agents based at least in part on the determined proficiency scores; and selecting one of the plurality of call center agents as an agent to which a call is to be routed based at least in part on the rankings. - View Dependent Claims (20)
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Specification