System for geographic agent routing

Details System for geographic agent routing System for geographic agent routing

2011-08-30

2011-08-30

Al Aubaidi, Rasha S (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265120, C379S265100

Reexamination Certificate

active

08009822

ABSTRACT:
A call center system that routes calls 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 call center system is comprised of a call center application module coupled to a database module with a communications network being used to couple incoming calls from customers, as well as various call center agents, to the system. 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 system then 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.

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