Method and computer readable medium for geographic agent routing
First Claim
1. A method, comprising:
- assigning an agent of a plurality of agents, by a processor, to service a customer by;
calculating an agent range preference by subtracting a minimum distance from one agent to a customer from a maximum distance from another agent to the customer;
calculating an adjusted distance scale by subtracting said minimum distance from the agent range preference;
determining a distance adjustment for an agent within the agent range preference by multiplying the agent range preference times a proximity preference factor times a difference between the agent range preference and an agent distance to the customer and dividing by the calculated adjusted distance scale; and
calculating a final ranking by subtracting the distance adjustment from an initial agent ranking.
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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
16 Claims
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1. A method, comprising:
assigning an agent of a plurality of agents, by a processor, to service a customer by; calculating an agent range preference by subtracting a minimum distance from one agent to a customer from a maximum distance from another agent to the customer; calculating an adjusted distance scale by subtracting said minimum distance from the agent range preference; determining a distance adjustment for an agent within the agent range preference by multiplying the agent range preference times a proximity preference factor times a difference between the agent range preference and an agent distance to the customer and dividing by the calculated adjusted distance scale; and calculating a final ranking by subtracting the distance adjustment from an initial agent ranking. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A non-transitory computer readable medium comprising instructions for:
assigning an agent of a plurality of agents, by a processor, to service a customer by; calculating an agent range preference by subtracting a minimum distance from one agent to a customer from a maximum distance from another agent to the customer; calculating an adjusted distance scale by subtracting said minimum distance from the agent range preference; determining a distance adjustment for an agent within the agent range preference by multiplying the agent range preference times a proximity preference factor times a difference between the agent range preference and an agent distance to the customer and dividing by the calculated adjusted distance scale; and calculating a final ranking by subtracting the distance adjustment from an initial agent ranking. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16)
Specification