Method and apparatus for customer key routing
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United States of America Patent
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May 15, 2012
Grant Date -
Jan 10, 2008
app pub date -
Dec 7, 2004
filing date -
Dec 7, 2004
priority date (Note) -
In Force
status (Latency Note)
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Abstract
In one embodiment, a method is provided for routing calls within an automatic contact distribution system comprising assessing at least two evaluators programmed to collect information about identified sets of attributes associated with a call. The system then initiates the collection of information to enable the evaluators to assign a value to those attributed for which information exists. A comparison is then performed of the values assigned to the attributes in each evaluator. The call is then routed to the agent selected by the comparison.
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