The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Jul. 20, 2004
Filed:
Oct. 20, 1999
Colin D. Crossley, Hammersmith, GB;
Concerto Software, Inc., Westford, MA (US);
Abstract
A method for allocating agents to telephone call campaigns by a telephony system is disclosed. The disclosed method is aimed at maximizing productivity of successful agents by prioritizing call distribution to those agents enjoying a high level of success with respect to a particular call campaign during a particular period of time. The method includes providing a plurality of agent resources to participate in at least one call campaign, establishing success criteria for each call campaign, assigning a success index to each agent for each call campaign, directing calls to the plurality of agent resources in a prioritized manner, whereby calls are connected to available agents in accordance with the value of agent success indexes from highest to lowest The method also includes updating each agent success index is based on the established success criteria while the call campaign is in progress. Thus, agents satisfying the established success criteria will receive high success indexes, which will result in those agents receiving more calls.