System for indicating priority levels for transaction and task engagement in a call center
US9357069B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 4, 2012 |
| Grant date | May 31, 2016 |
| Priority date | — |
| Expiry date | Dec 4, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2242/22
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A call center system has a computerized server executing software (SW) from a machine-readable medium, a data collection function of the SW enabled for collecting data regarding incoming transactions, a data processing function coupled to the data collection engine and enabled for processing the data collected against a set of business rules, the data processing function determining a priority level for individual ones of the incoming transactions, and a distribution function enabled for distributing a priority indication determined by the data processing function to one or more presentation interfaces accessible to agents, at or near the time the associated transaction is engaged by the agent.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.