SYSTEMS AND METHODS FOR CALL CENTER ROUTING
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United States of America Patent
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N/A
Issued Date -
Apr 8, 2010
app pub date -
Oct 2, 2008
filing date -
Oct 2, 2008
priority date (Note) -
Abandoned
status (Latency Note)
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Abstract
Systems and methods for routing calls received by a call center are provided. One or more performance metrics for ranking call center agents may be determined, and a plurality of call center agents may be ranked based at least in part on the one or more performance metrics. A call may be received and a determination may be made of one of the plurality of call center agents to route the received call to. The determination may be based at least in part on the rankings and respective utilization of the plurality of call center agents. The received call may be routed to the one of the plurality of call center agents.
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