Real-time customer service representative workload management
Number of patents in Portfolio can not be more than 2000
United States of America Patent
Stats
-
N/A
Issued Date -
Jan 5, 2006
app pub date -
Jul 2, 2004
filing date -
Jul 2, 2004
priority date (Note) -
Abandoned
status (Latency Note)
Importance
Abstract
A system and method is provided that includes an automatic call distribution system adapted to communicate over a network and includes a software control module. The automatic call distribution system is configured to route incoming calls received from the network to a call agent station in communication therewith based on metrics information identified by the software control module. The metrics information is correlated between the client and the call agent. The system provides an interactive voice response system in communication with the automatic call distribution system for administering a survey to a client in communication with the call agent station. Under the control of the software control module, the automatic call distribution system routes the incoming call from the call agent station to the interactive voice response system for administering the survey to the client.
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