Business analytics strategy transaction reporter method and system
OwnerRoger Sumner, Anthony Dezonnoinventors
Life of this patent
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Abstract
A business method and system is provided for reporting routing transactions using business strategy and tactics information. In one embodiment, a contact center evaluator, a routing rules engine and a business rules evaluator are provided. Information may be input into the contact center evaluator from a contact center and to the business rules evaluator from a business system. Further, a routing engine is provided and reports are generated based on business information and decisions made for routing a call or transaction.
Claims51
A method for reporting routing transactions using information collected from a transaction routing system, said method comprising the steps of:
- providing a transaction routing system comprised of a contact center, a contact center evaluator, a routing rules engine and a business rules evaluator configured to generate routing transaction decisions based on inputted information;
- and
- reporting routing transactions based on the generated decisions.
A method for reporting routing transactions using business strategy and tactics information, said method comprising the steps of:
- providing a contact center evaluator, a routing rules engine and a business rules evaluator;
- inputting information to the contact center evaluator from a contact center;
- inputting information to the business rules evaluator from a business system;
- providing a routing engine and generating decisions for routing a transaction based on information from the routing rules engine;
- and
- reporting routing transactions based on the generated decisions.
A method for routing and reporting routing transactions using business strategy and tactics information, said method comprising the steps of:
- providing a contact center evaluator, a routing rules engine and a business rules evaluator;
- inputting information to the contact center evaluator from a contact center;
- inputting information to the business rules evaluator from a business system;
- providing a routing engine and generating decisions for routing a transaction based on information from the routing rules engine;
- and
- reporting routing transactions based on the generated decisions.
Dependencies are inferred from the claim text.