Importance

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Abstract

In an automatic call director-type system, it is often more desirable to direct an incoming call to an immediately available agent who has less than perfect knowledge of the subject matter rather than forcing a caller to wait for the best qualified agent. The present invention relates to an algorithm implemented in computer software for placing an incoming call in a plurality of queues and then offering the call to primary and secondary desirability agents in each of the queues in a prescribed order if any one of these groups of agents has an agent standing by and able to accept a call. Otherwise, the call is offered to the next available agent regardless of the capability of that agent. The concept includes the capability of expanding the pool of potential agents in the queue with age of a call when the incremental expansion pool of agents selected can be based on their backlog of calls for other applications where they may have primary responsibility.

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First Claim