System and method for allocating agent resources to a telephone call campaign based on agent productivity
US6766012B1 · kind B1 · utility
Assignee
Inventor
Key dates
| Filing date | Oct 20, 1999 |
| Grant date | Jul 20, 2004 |
| Priority date | — |
| Expiry date | Oct 20, 2019 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5175
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method for allocating agents to telephone call campaigns by a telephony system is disclosed. The disclosed method is aimed at maximizing productivity of successful agents by prioritizing call distribution to those agents enjoying a high level of success with respect to a particular call campaign during a particular period of time. The method includes providing a plurality of agent resources to participate in at least one call campaign, establishing success criteria for each call campaign, assigning a success index to each agent for each call campaign, directing calls to the plurality of agent resources in a prioritized manner, whereby calls are connected to available agents in accordance with the value of agent success indexes from highest to lowest The method also includes updating each agent success index is based on the established success criteria while the call campaign is in progress. Thus, agents satisfying the established success criteria will receive high success indexes, which will result in those agents receiving more calls.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.