System and method for preemptive goals based routing of contact records
First Claim
1. A system for distributing contact records utilizing preemptive goals based routing, the system comprising:
- a plurality of devices, each device operable to receive a plurality of contact records and to provide a plurality of telephone calls connected to the contact records to a plurality of agents, each of the plurality of agents associated with one of the plurality of devices and operable to connect with calls placed by that device;
a distribution module interfaced with the plurality of devices and including a plurality of pools and a plurality of queues, the distribution module operable to place the contact records into the pools, transfer less than all of the contact records from the pools to the queues, and transfer the queues to the devices; and
a goal module interfaced with the distribution module, the goal module operable to monitor the performance of the pools and modify which queues the pools transfer contact records to based on the performance of the pools.
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Accused Products
Abstract
A method and system is provided for the preemptive goals based distribution of contact records. This method and system includes devices receiving contact records and providing customer contacts to one or more agents. Interfaced with the device is a distribution module including pools and queues. The distribution module places the contact records into the pools and transfers less than all of the contact records to the queues to allow for processing by the devices at peak efficiency. The distribution module transfers the queues to the devices so that the device can place customer contact attempts. A goal module, associated with the distribution module, monitors the performance of the pools. The goal module modifies which queues the pools transfer contact records to based on the performance of the pools thereby allowing the contact records to be distributed in accordance with performance goals for the pools.
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Citations
62 Claims
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1. A system for distributing contact records utilizing preemptive goals based routing, the system comprising:
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a plurality of devices, each device operable to receive a plurality of contact records and to provide a plurality of telephone calls connected to the contact records to a plurality of agents, each of the plurality of agents associated with one of the plurality of devices and operable to connect with calls placed by that device; a distribution module interfaced with the plurality of devices and including a plurality of pools and a plurality of queues, the distribution module operable to place the contact records into the pools, transfer less than all of the contact records from the pools to the queues, and transfer the queues to the devices; and a goal module interfaced with the distribution module, the goal module operable to monitor the performance of the pools and modify which queues the pools transfer contact records to based on the performance of the pools. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A system for distributing contact records utilizing preemptive goals based routing, the system comprising:
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a plurality of devices, each device operable to receive a plurality of contact records and to provide a plurality of contact records to a set of plural agents assigned only to that device; a distribution module interfaced with the plurality of devices and including a plurality of pools and a plurality of queues, the distribution module operable to place the contact records into the pools, transfer less than all of the contact records from the pools to the queues, and transfer the queues to the devices; and a goal module interfaced with the distribution module, the goal module operable to define one or more levels of effort for each queue, determine a goal for each pool, determine a goal state for each pool, and modify which queues the pools transfer contact records to. - View Dependent Claims (16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31)
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32. A method for preemptive goals based routing of contact records, the method comprising:
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organizing a plurality of contact records into a plurality of pools; transferring less than all of the contact records from the pools to a plurality of queues; transferring the queues to a plurality of devices, each device having an associated set of a plurality of agents, each set operable to connect with contacts made by the device associated with the set; contacting the contact records at each device front a queue transferred to the device; monitoring the performance of the pools; and modifying the queues to which the pools transfer contact records to based on the performance of the pools. - View Dependent Claims (33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45)
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46. A method for preemptive goals based routing of contact records, the method comprising:
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organizing a plurality of contact records into a plurality of pools; determining a goal for each pool; transferring less than all of the contact records from the pools to a plurality of queues, each queue including one or more levels of effort; transferring the queues to a plurality of devices, each device having a plurality of agents; contacting with each device the contact records from a queue transferred to the device for connection with an agent associated with the device; determining a goal state for each pool; and modifying the queues to which the pools transfer contact records to based on the goal states for each pool. - View Dependent Claims (47, 48, 49, 50, 51, 52, 53, 54, 55, 56, 57, 58, 59, 60, 61, 62)
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Specification