System and method for preemptive goals based routing of contact records

  • US RE46,478 E1
  • Filed: 03/03/2015
  • Issued: 07/11/2017
  • Est. Priority Date: 07/11/2000
  • Status: Expired due to Term
First Claim
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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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