System for indicating priority levels for transaction and task engagement in a call center
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United States of America Patent
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Jan 8, 2013
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app pub date -
Feb 8, 2010
filing date -
Feb 8, 2010
priority date (Note) -
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Abstract
A call center system has a computerized server executing software (SW) from a machine-readable medium, a data collection function of the SW enabled for collecting data regarding incoming transactions, a data processing function coupled to the data collection engine and enabled for processing the data collected against a set of business rules, the data processing function determining a priority level for individual ones of the incoming transactions, and a distribution function enabled for distributing a priority indication determined by the data processing function to one or more presentation interfaces accessible to agents, at or near the time the associated transaction is engaged by the agent.
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