System for geographic agent routing

A system for routing a call to a best available agent, comprising:

• a call center application module, wherein said call center application module includes a non-transitory computer readable storage medium and a processor for calculating an optimal agent for servicing a customer request;
• a database memory module coupled to said call center application module, wherein said database module contains an initial agent ranking used by said call center application module for calculating said optimal agent;
• and
• a plurality of call center agent communications devices coupled to the output of said call center application module by a communications network, wherein a distance between a customer and various agent locations is determined using at least one of a locality designator including an address, a NPA-XXX, a Zip Code, a cell cite location, and GPS coordinates, and wherein at least one of the plurality of call center agent communications devices is assigned a call based on an initial ranking of all available agents performed by the call center application module, and based on a caller's proximity preference factor being greater than zero indicating a caller's preference that a distance between the caller and the agent be considered prior to the call being assigned, and the caller's agent range preference indicating a specified distance range be measured between the caller and the agent prior to the call being assigned.

A call center agent application module for assigning a best available agent to service an incoming customer call, comprising:

• a means for calculating an initial ranking for each available agent;
• a means for retrieving a proximity preference factor and agent range preference data for each said incoming customer call;
• a means for selecting an agent with a lowest said initial ranking if said proximity preference factor equals zero;
• a means for calculating a distance between an incoming customer caller and each said agent and using said distance to select an agent if said proximity preference factor is greater than zero;
• and
• a means for calculating a final adjusted agent ranking, wherein said best available agent to service an incoming customer call is an agent with the lowest said final adjusted agent ranking.