Method of preference driven segmentation routing
AssigneeAspect Software, Inc.
InventorAnthony Dezonno
Life of this patent
Estimating the term…
Abstract
A method and apparatus are provided for assigning a plurality of agents to a plurality of contacts. The method includes the steps of providing an ordered list of agent preferences for each contact of the plurality of contacts, providing an ordered list of contact preferences for each agent of the plurality of agents and assigning an agent of the plurality of agents to a contact of the plurality of contacts based upon the preferences lists of both the contact and agent.
Claims34
A method of assigning a plurality of agents to a plurality of contacts, such method comprising:
- providing an ordered list of agent preferences for each contact of the plurality of contacts;
- providing an ordered list of contact preferences for each agent of the plurality of agents;
- and
- assigning an agent of the plurality of agents to a contact of the plurality of contacts based upon the preferences lists of both the contact and agent.
The method of assigning as in claim 6 further comprising if the other contact doesn't have a lower relative preference in the preference list of the selected agent, then selecting a next agent in the ordered list of the first contact and repeating the steps of claims 5-7.
The method of assigning as in claim 7 further comprising selecting a next contact of the plurality of contacts and repeating the steps of claims 4-8 until an agent of the plurality of agents has been selected for each contact of the plurality of contacts.
The method of assigning as in claim 13 further comprising if the other agent doesn't have a lower relative preference in the preference list of the selected contact, then selecting a next contact in the ordered list of the first agent and repeating the steps of claims 12-14.
The method of assigning as in claim 14 further comprising selecting a next agent of the plurality of agents and repeating the steps of claims 11-15 until a contact of the plurality of contacts has been selected for each agent of the plurality of agents.
A method of assigning a plurality of agents to a plurality of contacts, such method comprising:
- a) providing an ordered list of agent preferences for each contact of the plurality of contacts;
- b) providing an ordered list of contact preferences for each agent of the plurality of agents;
- c) selecting a first contact;
- d) selecting an agent with a highest relative preference from the ordered list of the first contact;
- e) determining whether the selected agent has been previously assigned to another contact of the plurality of contacts;
- f) if the selected agent has been previously assigned to another contact, then determining whether the other contact has a lower relative preference in the preference list of the selected agent than the first contact;
- and
- g) if so, then assigning the selected agent to the first contact;
- h) if not, then selecting a next agent in the ordered list of the first contact and repeating steps e-h;
- and
- i) selecting a next contact of the plurality of contacts and repeating steps d-i until an agent of the plurality of agents has been selected for each contact of the plurality of contacts.
An apparatus for assigning a plurality of agents to a plurality of contacts, such apparatus comprising:
- means for providing an ordered list of agent preferences for each contact of the plurality of contacts;
- means for providing an ordered list of contact preferences for each agent of the plurality of agents;
- means for assigning an agent of the plurality of agents to a contact of the plurality of contacts based upon the preferences lists of both the contact and agent.
An apparatus for assigning a plurality of agents to a plurality of contacts, such apparatus comprising:
- an ordered list of agent preferences provided for each contact of the plurality of contacts;
- an ordered list of contact preferences provided for each agent of the plurality of agents;
- an agent selection processor that assigns an agent of the plurality of agents to a contact of the plurality of contacts based upon the preferences lists of both the contact and agent.
Dependencies are inferred from the claim text.