Method and computer readable medium for geographic agent routing
US7961866B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Jun 2, 2006 |
| Grant date | Jun 14, 2011 |
| Priority date | — |
| Expiry date | Nov 22, 2029 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2242/14
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method and computer readable medium for routing a call to geographically dispersed agents based on agent skill-set, agent location and caller location that results in the call being delivered to the best available agent. The computer readable medium and method are utilized with a system comprised of a call center application module coupled to a database module with a communications network being used to couple incoming calls from customers with the best available agent. A database contains a ranking of available agents, based on a dataset including information regarding skill-set, previous interaction with the customer, proximity to the customer, language capability, current availability, and the like. The method chooses the best available agent to service a customer call based on the agent rankings. In the case where the customer has a preference for proximity of the agent to the customer, the system adjusts the agent rankings according to the agent's distance from the customer prior to making a selection.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.