Call processing system
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United States of America Patent
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Sep 22, 2009
Grant Date -
May 4, 2006
app pub date -
Dec 16, 2005
filing date -
Jun 13, 2003
priority date (Note) -
In Force
status (Latency Note)
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Abstract
A system that is configured for determining the value of one or at least one incoming call and routing the call for processing based on this determined value. In one embodiment, the system routes very low value calls to an automated system for processing, and directs all other calls to human operators for processing. In another embodiment, the system assigns at least one agent to one or more of a plurality of groups of agents based on the agent's past performance in executing a particular task. For example, the highest performing agents at handling a particular type of call are assigned to a first group, and the second highest performing agents at handling this type of call are assigned to a second group. In one embodiment, the most important calls are routed to the first, “highest performing” group for processing, and less important calls are routed to the second group for processing.
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