Contact center dynamic record delivery

• US 6,941,320 B2
• Filed: 05/18/2002
• Issued: 09/06/2005
• Est. Priority Date: 01/25/2002
• Status: Expired due to Term

• Current Assignee: Alvaria Incorporated
• Original Assignee: Aspect Software Incorporated
• Inventors: Hudecek, Donald, Mandel, Edward
• Primary Examiner(s): Amsbury, Wayne
• Application Number:
  US10/151,489
• Publication Number:
  US 20030145019A1
• Time in Patent Office: 1,207 Days
• Field of Search: 707/102, 707/7, 370/229
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: Y10S 707/99936 Pattern matching access
• CPC Class Codes: Y10S 707/99937 Sorting
• CPC Class Codes: Y10S 707/99943 Generating database or data structure, e.g. via user interface

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. In a call center campaign system, a method of dynamically allocating prospect data records, comprising:

segregating prospect data records into a first group of prospect data records (the first group) and a second group of prospect data records (the second group) based on at least one criteria, wherein the first group defines a virtual queue; and

sending a prospect data record from the first group to an agent for processing.

2. The method of claim 1 wherein a prospect data record is selected for the first group if it meets a desired criteria.

3. The method of claim 1 further comprising assigning a priority to a prospect record in the first group.

4. The method of claim 1 wherein segregating is based on a plurality of criteria.

5. The method of claim 1 further comprising a third group of prospect data records defining a second virtual queue, and a prospect data record is selected for in the third group if the prospect data record meets an alternative desired criteria.

6. The method of claim 5 wherein a prospect data record in the third group may be simultaneously a member of the first group or the second group.

7. The method of claim 6 further comprising assigning a prospect data record to a first agent, and then locking the prospect data record so that the prospect data record is inaccessible by a second agent grouping prospect data records in the logical queue into a plurality of data records.

8. The method of claim 1 wherein sending provides a prospect data record to a free agent.

9. The method of claim 1 further comprising assigning a priority level to each prospect data record in the logical queue.

10. The method of claim 9 further comprising sending a prospect data record having a highest priority level to a free agent.

11. The method of claim 10 further comprising sending a second prospect data record having a second highest priority level to a free agent.

12. The method of claim 10 wherein each prospect data record is delivered from the logical queue to a free agent in order of the prospect data record priority level.

13. The method of claim 9 further comprising sending an identification (ID) that identifies a prospect data record having a highest priority level to a free agent so that the free agent may access the prospect data record at a server.

14. The method of claim 9 further comprising:

sending a prospect data record having a highest priority level to a free agent;

sending a second prospect data record having a second highest priority level to a second free agent; and

sending a Nth prospect data record having an Nth highest priority level to an Nth free agent, where N is an integer representing a priority level of a prospect data record and the number of free agents available.

15. The method of claim 14 wherein each agent is sent only one prospect data record at a time from the logical queue.

16. The method of claim 1 wherein each prospect data record is delivered from the first group to a free agent in order of a prospect data record priority level.

17. A call center campaign system that dynamically allocates prospect data records, comprising:

a database of prospect data records;

wherein the database comprises a campaign database of criteria-qualified prospect data records; and

a logical queue comprising criteria-qualified prospect data records from at least the campaign database.

18. The system of claim 17 further comprising:

a virtual data set comprising criteria-based prospect data records from the logical queue;

a dynamic record server maintained in integration with the database, the dynamic record server having memory and processing that enables a method of dynamically allocating prospect data records; and

an agent-accessible computer in communication with the data set.

19. The system of claim 17 wherein each prospect data record is organized according to a priority value.

20. A computing device that dynamically allocates prospect data records, by:

segregating prospect data records into a first group and a second group based on at least one criteria;

assigning a priority to each data record in the first group; and

sending a prospect data record to an agent for processing.