Contact center dynamic record delivery
OwnerEdward Mandel, Donald Hudecekinventors
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Abstract
The invention, in one embodiment, generally establishes a master queue with a priority order based on predefined criteria, and then distributes information about a first prospect to one agent, and information about a second prospect to a second agent and so on, in the priority order. The prospect information is distributed without duplication, and can be updated dynamically, including when a prospect's information is not in the master queue.
Claims20
In a call center campaign system, a method of dynamically allocating prospect data records, comprising:
- segregating prospect data records into a first group of prospect data records (the first group) and a second group of prospect data records (the second group) based on at least one criteria, wherein the first group defines a virtual queue;
- and
- sending a prospect data record from the first group to an agent for processing.
A call center campaign system that dynamically allocates prospect data records, comprising:
- a database of prospect data records;
- wherein the database comprises a campaign database of criteria-qualified prospect data records;
- and
- a logical queue comprising criteria-qualified prospect data records from at least the campaign database.
A computing device that dynamically allocates prospect data records, by:
- segregating prospect data records into a first group and a second group based on at least one criteria;
- assigning a priority to each data record in the first group;
- and
- sending a prospect data record to an agent for processing.
Dependencies are inferred from the claim text.