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US 2017/0208174 A1Published application
Unified call routing in social hunt groups
AssigneeInternational Business Machines Corporation
InventorsFernando Salazar, Bhavuk Srivastava
Life of this patent
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Abstract
Telephone call routing in a hunt group is based upon monitoring computer activities of the members (devices, people) of the hunt group. For example, a hunt group's member activity score may be based upon how many incoming hunt group calls that member handles. This high activity score is then used to control that member's place in the call routing order.
Claims15
A computer-implemented method comprising:
- monitoring, for a period of time, responses to customers of at least a first member and a second member of a plurality of members of a hunt group to obtain, for the period, a first monitoring result corresponding to the first member and a second monitoring result corresponding to the second member, wherein the first monitoring result includes a first count of responses corresponding to the first member, and wherein the second monitoring result includes a second count of responses corresponding to the second member;
- establishing a ranking between the first member and the second member based, at least in part, on the first count of responses and the second count of responses;
- establishing a call routing order for routing an incoming call to the plurality of members based, at least in part, on the ranking between the first member and the second member;
- and
- monitoring for the period, posts submitted by the first member and the second member;
- wherein:
- the first monitoring result further includes a first number of posts to a particular blog by the first member;
- the second monitoring result further includes a second number of posts to the particular blog by the second member;
- and
- the ranking is further based at least in part on the first number of posts and the second number of posts during the period.
7 more elements
A computer program product comprising a computer readable storage medium having stored thereon:
- first program instructions programmed to monitor, for a period of time, responses to customers of at least a first member and a second member of a plurality of members of a hunt group to obtain, for the period, a first monitoring result corresponding to the first member and a second monitoring result corresponding to the second member, wherein the first monitoring result includes a first count of responses corresponding to the first member, and wherein the second monitoring result includes a second count of responses corresponding to the second member;
- second program instructions programmed to establish a ranking between the first member and the second member based, at least in part, on the first count of responses and the second count of responses;
- third program instructions programmed to establish a call routing order for routing an incoming call to the plurality of members based, at least in part, on the ranking between the first member and the second member;
- and
- fourth program instructions programmed to monitor for the period, posts submitted by the first member and the second member;
- wherein:
- the first monitoring result further includes a first number of posts to a particular blog by the first member
- the second monitoring result further includes a second number of posts to the particular blog by the second member;
- and
- the ranking is further based at least in part on the first number of posts and the second number of posts during the period.
7 more elements
A computer system comprising:
- a processor set;
- and
- a computer readable storage medium;
- wherein:
- the processor set is structured, located, connected and/or programmed to run program instructions stored on the computer readable storage medium;
- and
- the program instructions include:
- first program instructions programmed to monitor, for a period of time, responses to customers of at least a first member and a second member of a plurality of members of a hunt group to obtain, for the period, a first monitoring result corresponding to the first member and a second monitoring result corresponding to the second member, wherein the first monitoring result includes a first count of responses corresponding to the first member, and wherein the second monitoring result includes a second count of responses corresponding to the second member;
- second program instructions programmed to establish a ranking between the first member and the second member based, at least in part, on the first count of responses and the second count of responses;
- third program instructions programmed to establish a call routing order for routing an incoming call to the plurality of members based, at least in part, on the ranking between the first member and the second member;
- and
- fourth program instructions programmed to monitor for the period, posts submitted by the first member and the second member;
- wherein:
- the first monitoring result further includes a first number of posts to a particular blog by the first member
- the second monitoring result further includes a second number of posts to the particular blog by the second member;
- and
- the ranking is further based at least in part on the first number of posts and the second number of posts during the period.
14 more elements
Dependencies are inferred from the claim text.