Patent ID: 11930132
Assignee: BAPTIST HEALTH SOUTH FLORIDA, INC.
Field: Telecommunications (Electrical engineering)
Classification: CPC H | IPC H

Claim 0:
1. A computer-implemented method, comprising:
providing a handling interface in a call mapping system having a plurality of communication connected networks, the call mapping system including:
a call distributor for assigning a plurality of incoming calls to telephone agents;
a computer telephone-mapping profiler integration (CT-MPI) system for providing mapping profile data for applications to be performed at one or more agent computers of the telephone agents; and
at least one agent computer of the one or more agent computers for receiving an assigned call including caller information prior to a call being answered to route the call to a resource and provide a resource interface having one or more interface elements mapping a resource to a call based on current calls and predicted calls;

determining call improvement feedback from call request data for refining an associated dynamic handling profile of the call mapping system;
generating one or more updated dynamic handling profiles based on call improvement feedback from call information of a similar organization, the call improvement feedback identifying at least one call request outlier associated with the dynamic handling profile that occurs more than once; and
identifying a profile change to be made as a result of call improvement feedback, with a notifier interface element configured to generate dynamic handling profiles including the one or more updated dynamic handling profiles based on call request data,
wherein one or more interfaces are provided for integrating primary healthcare-centric computing tools through bi-directional categorization of current or future calls of a healthcare provider to improve the call routing protocol based on internal and external call request feedback of the call improvement feedback.