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Method and computer readable medium for geographic agent routing

  • US 7,961,866 B1
  • Filed: 06/02/2006
  • Issued: 06/14/2011
  • Est. Priority Date: 06/02/2006
  • Status: Expired due to Fees
First Claim
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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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