System and method for automated call distribution
AssigneeAmazon Technologies, Inc.
InventorsJon R. Jay, Jeremy A. Dashe, Yung-Chun Lin, Kenneth C. Macfarlane, Eric S. Stone, Raymond P. Sharpe, JR., Nathan Brent Glissmeyer
Life of this patent
Estimating the term…
Abstract
Aspects of systems and methods for maintaining and operating agent nodes are provided. In some embodiments, calls, contacts, and other work units may be routed to individual customer service agents via a centralized queue based on a variety of factors. Some embodiments may provide market-based call pricing and customer service agent compensation.
Claims21
(canceled)
A system for identifying agents to whom incoming calls from users are automatically distributed, the system comprising:
- one or more data stores adapted to maintain at least one of user history information, user identity information, agent capability information, or incoming call information;
- and
- a computing device in communication with the one or more data stores, the computing device operative to:
- identify a group of agents to process an incoming call from a user based upon information related to utilization of the group of agents compared to a target agent group utilization value, wherein the target agent group utilization value indicates a predetermined target call volume for the group of agents;
- identify an agent from the group of agents to whom an incoming call from a user is to be distributed;
- and
- provide instructions to cause a connectivity controller to distribute the incoming call to the identified agent.
A computer-implemented method for identifying agents to whom incoming calls from users are to be routed, the computer-implemented method comprising:
- receiving information related to a user's incoming call;
- identifying a group of agents to process the incoming call based upon information related to utilization of the group of agents compared to a target agent group utilization value, wherein the target agent group utilization value indicates a predetermined target call volume for the group of agents;
- selecting an agent to process the incoming call from the group of agents;
- and
- providing instructions to cause a connectivity controller to route the incoming call to the selected agent.
A non-transitory computer readable medium comprising computer-executable instructions to automatically select agents capable of processing calls, when executed on a processor enables the processor to:
- receive information related to an incoming call from a user;
- identify a group of agents to process the incoming call based upon information related to utilization of the group of agents compared to a target agent group utilization value, wherein the target agent group utilization value indicates a predetermined target call volume for the group of agents;
- select an agent to process the incoming call from the group of agents;
- and
- provide instructions to cause a connectivity controller to route the incoming call to the selected agent.
Dependencies are inferred from the claim text.