System and method for performance based call distribution
US7913063B1 · kind B1 · utility
Assignee
Inventor
Key dates
| Filing date | Jun 3, 2008 |
| Grant date | Mar 22, 2011 |
| Priority date | — |
| Expiry date | Apr 28, 2029 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q10/06
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A first performance indicator associated with a first agent is received from a workforce management system. A second performance indicator associated with a second agent is also received from the workforce management system. The first agent and the second agent are ranked in a queue of available agents based upon at least the first performance indicator and the second performance indicator. This produces a first queue rank associated with the first agent. An incoming call directed to the queue of available agents is received. An agent to service the incoming call is selected from the queue of available agents based upon the first queue rank.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.