System and method for preemptive goals based routing of contact records
DCFirst Claim
1. A system for distributing contact records utilizing preemptive goals based routing, the system comprising:
- at least one contact device operable to comprising a predictive dialer in a call center, the at least one contact device configured to receive a plurality of contact records, to establish contacts with using the plurality of contact records and to provide the contacts to plural agents a plurality of agents in the call center;
and a distribution module server interfaced with the at least one contact device and including a plurality of pools and a plurality of queues, the distribution module operable server configured to place the plurality of contact records into the plurality of pools, transfer less than all of the plurality of contact records from each of the plurality of pools to the plurality of queues, and transfer the plurality of queues to the at least one contact device; and
,a goal module interfaced with the distribution module, the goal module operablewherein the server is further configured to monitor the performance of the plurality of pools and modify which of the plurality of queues the plurality of pools transfer a remaining subset of the plurality of contact records to based on the performance of the plurality of pools.
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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
63 Claims
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1. A system for distributing contact records utilizing preemptive goals based routing, the system comprising:
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at least one contact device operable to comprising a predictive dialer in a call center, the at least one contact device configured to receive a plurality of contact records, to establish contacts with using the plurality of contact records and to provide the contacts to plural agents a plurality of agents in the call center;
anda distribution module server interfaced with the at least one contact device and including a plurality of pools and a plurality of queues, the distribution module operable server configured to place the plurality of contact records into the plurality of pools, transfer less than all of the plurality of contact records from each of the plurality of pools to the plurality of queues, and transfer the plurality of queues to the at least one contact device; and
,a goal module interfaced with the distribution module, the goal module operablewherein the server is further configured to monitor the performance of the plurality of pools and modify which of the plurality of queues the plurality of pools transfer a remaining subset of the plurality of contact records to based on the performance of the plurality of pools. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)
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16. A system for distributing contact records utilizing preemptive goals based routing, the system comprising:
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at least onea contact device operablecomprising a predictive dialer in a call center configured to receive a plurality of contact records, to establish contacts with the plurality of contact records, and to provide the contacts to plural agents;
anda distribution module server interfaced with the plurality of devices contact device and including a plurality of pools and a plurality of queues, the distribution module operable server configured to place the plurality of contact records into the plurality of pools, transfer less than all of the plurality of contact records from each of the plurality of pools to the plurality of queues, and transfer the plurality of queues to the at least one contact device; and
,a goal module interfaced with the distribution module, the goal module operablewherein the server is further configured to definereceive one or more levels of effort for each queue of the plurality of queues, determinereceive a goal for each pool,and determine a goal state for each pool of the plurality of pools, and modify which of the plurality of queues the plurality of pools transfer a remaining subset of the plurality of contact records to. - View Dependent Claims (17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32)
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33. A method for preemptive goals based routing of contact records from a server to at least one contact device comprising a predictive dialer, the method comprising:
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organizing a plurality of contact records by the server into a plurality of pools, wherein the plurality of pools are stored in the server; transferring less than all of the contact records from each of the plurality of pools to a plurality of queues; transferring the plurality of queues to the at least one contact device having a plurality of agents; monitoring the performance of the plurality of pools; and modifying the which queues to which of the plurality of queues the plurality of pools transfer a remaining subset of the plurality of contact records to based on the performance of the plurality of pools. - View Dependent Claims (34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46)
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47. 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 at least one contact device having a plurality of agents; 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 (48, 49, 50, 51, 52, 53, 54, 55, 56, 57, 58, 59, 60, 61, 62, 63)
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Specification