Method and computer readable medium for geographic agent routing
First Claim
1. A method for routing a customer call to a best available agent, comprising:
- receiving a call based on an initial agent ranking of all available agents, a caller'"'"'s proximity preference factor, and an agent range preference;
coupling a plurality of incoming customer calls and existing call center agents;
providing an initial agent ranking based on a dataset including information of at least one from the group of;
skill-set, previous interaction with a customer, language capability, race, sex, minimum distance from an agent to a customer, maximum distance from an agent to a customer, and current availability;
assigning an agent to service a customer based on an agent distance adjustment being made relative to a closest agent distance prior to assigning an agent to service a customer when said customer specifies an agent range preference;
bycalculating an agent range preference delta by subtracting said minimum distance from an agent to a customer from said maximum distance from an agent to a customer;
calculating an adjusted distance scale by subtracting said minimum distance from an agent to a customer from said agent range preference delta;
calculating an agent ranking range parameter by subtracting said initial agent ranking having a lowest value from said initial agent ranking having a highest value;
determining a distance adjustment for each said agent within said agent range preference by multiplying said agent range preference times said proximity preference factor times a difference between said agent range preference delta and an agent distance to said customer and dividing by said calculated adjusted distance scale; and
calculating a final ranking by subtracting said distance adjustment from said initial ranking for each said agent.
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Accused Products
Abstract
A method and computer readable medium for routing a call to geographically dispersed agents based on agent skill-set, agent location and caller location that results in the call being delivered to the best available agent. The computer readable medium and method are utilized with a system comprised of a call center application module coupled to a database module with a communications network being used to couple incoming calls from customers with the best available agent. A database contains a ranking of available agents, based on a dataset including information regarding skill-set, previous interaction with the customer, proximity to the customer, language capability, current availability, and the like. The method chooses the best available agent to service a customer call based on the agent rankings. In the case where the customer has a preference for proximity of the agent to the customer, the system adjusts the agent rankings according to the agent'"'"'s distance from the customer prior to making a selection.
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Citations
8 Claims
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1. A method for routing a customer call to a best available agent, comprising:
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receiving a call based on an initial agent ranking of all available agents, a caller'"'"'s proximity preference factor, and an agent range preference; coupling a plurality of incoming customer calls and existing call center agents; providing an initial agent ranking based on a dataset including information of at least one from the group of;
skill-set, previous interaction with a customer, language capability, race, sex, minimum distance from an agent to a customer, maximum distance from an agent to a customer, and current availability;assigning an agent to service a customer based on an agent distance adjustment being made relative to a closest agent distance prior to assigning an agent to service a customer when said customer specifies an agent range preference;
bycalculating an agent range preference delta by subtracting said minimum distance from an agent to a customer from said maximum distance from an agent to a customer; calculating an adjusted distance scale by subtracting said minimum distance from an agent to a customer from said agent range preference delta; calculating an agent ranking range parameter by subtracting said initial agent ranking having a lowest value from said initial agent ranking having a highest value; determining a distance adjustment for each said agent within said agent range preference by multiplying said agent range preference times said proximity preference factor times a difference between said agent range preference delta and an agent distance to said customer and dividing by said calculated adjusted distance scale; and calculating a final ranking by subtracting said distance adjustment from said initial ranking for each said agent. - View Dependent Claims (2, 3, 4)
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5. A method for routing a customer call to a best available agent, comprising:
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receiving a call based on an initial agent ranking of all available agents, a caller'"'"'s proximity preference factor, and an agent range preference; coupling a plurality of incoming customer calls and existing call center agents; providing an initial agent ranking based on a dataset including information of at least one from the group of;
skill-set, previous interaction with a customer, language capability, race, sex, minimum distance from an agent to a customer, maximum distance from an agent to a customer, and current availability;assigning an agent to service a customer based on an agent distance adjustment being made relative to a closest agent distance prior to assigning an agent to service a customer when said customer specifies an agent range preference;
bycalculating an agent ranking range parameter by subtracting said initial agent ranking having a lowest value from said initial agent ranking having a highest value; determining a distance adjustment for each said agent within said agent range preference by multiplying said agent range preference times said proximity preference factor times a term comprised of (agent range preference—
ARP) ARPmax plus a closest distanceARP minus an agent distance and dividing the result by said ARPmax; andcalculating a final ranking by subtracting said distance adjustment from said initial ranking for each said agent. - View Dependent Claims (6, 7, 8)
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Specification