Call processing system
US8422659B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Aug 13, 2009 |
| Grant date | Apr 16, 2013 |
| Priority date | — |
| Expiry date | Aug 13, 2029 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5235
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system that is configured for determining the value of one or at least one incoming call and routing the call for processing based on this determined value. In one embodiment, the system routes very low value calls to an automated system for processing, and directs all other calls to human operators for processing. In another embodiment, the system assigns at least one agent to one or more of a plurality of groups of agents based on the agent's past performance in executing a particular task. For example, the highest performing agents at handling a particular type of call are assigned to a first group, and the second highest performing agents at handling this type of call are assigned to a second group. In one embodiment, the most important calls are routed to the first, “highest performing” group for processing, and less important calls are routed to the second group for processing.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.