System and method for performance based call distribution

Details System and method for performance based call distribution System and method for performance based call distribution

2011-03-22

2011-03-22

Pan, Daniel (Department: 2183)

Electrical computers and digital processing systems: processing

Processing architecture

Distributed processing system

C379S265120

Reexamination Certificate

active

07913063

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.

REFERENCES:
patent: 5825869 (1998-10-01), Brooks et al.
patent: 5946375 (1999-08-01), Pattison et al.
patent: 6259786 (2001-07-01), Gisby
patent: 6775377 (2004-08-01), McIllwaine et al.
patent: 2005/0091071 (2005-04-01), Lee
patent: 2006/0179064 (2006-08-01), Paz et al.

Affiliated with

Also associated with

Rating

System and method for performance based call distribution does not yet have a rating. At this time, there are no reviews or comments for this patent.

If you have personal experience with System and method for performance based call distribution, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and System and method for performance based call distribution will most certainly appreciate the feedback.

Rate now

Comments { 0 }

Profile ID: LFUS-PAI-O-2672353