×

Systems and methods for routing callers to an agent in a contact center

  • US 9,426,296 B2
  • Filed: 05/01/2015
  • Issued: 08/23/2016
  • Est. Priority Date: 01/28/2008
  • Status: Active Grant
First Claim
Patent Images

1. A method for handling contacts and agents in a contact center system comprising:

  • automatically identifying, by at least one computer processor, a plurality of contacts ordered chronologically in a queue for assignment to a plurality of agents;

    automatically identifying, by the at least one computer processor, information about a first agent of the plurality of agents that becomes available for assignment;

    automatically assigning, by the at least one computer processor, a first out-of-order contact from the plurality of contacts to the first agent based on the information about the first agent and information about the first out-of-order contact, wherein the first out-of-order contact is a contact in the plurality of contacts that is assigned before at least one other contact of the plurality of contacts that is ordered chronologically ahead of the first out-of-order contact in the queue; and

    automatically connecting, by the at least one computer processor, the first out-of-order contact to the first agent.

View all claims
  • 7 Assignments
Timeline View
Assignment View
    ×
    ×