Patent ID: 9674360
Date: 2017-06-06
CPC Classifications: G06F,G06Q,H04M

Claim:
1. A method of managing a contact at a contact center, comprising the steps of: (a) receiving, at a gateway of the contact center, a new contact from a source external to the contact center; (b) determining, by a contact center management computer, an identifier which is indicative of the source of the new contact; (c) performing, by the contact center management computer, a comparison between said identifier and a stored record of other identifiers associated with other contacts received at the contact center, which are currently active at the contact center; (d) identifying, by the contact center management computer, a matching contact having a common source with the new contact, based on the comparison between said identifier and the other identifiers; (e) terminating, by the contact center management computer, one of said new contact and said matching contact when the other one of said new contact and said matching contact is assigned a contact center resource thereby limiting duplicate contacts from a common source occupying contact center resources; (f) determining, during or after the handling of the terminated one of the new contact and the matching contact that said terminated contact has achieved a predetermined performance metric; (g) determining, from a stored record of other contacts currently active at the contact center, one or more other similar contacts having a shared characteristic with said terminated contact; and (h) providing to at least one of said one or more other similar contacts having a shared characteristic with said terminated contact increased resources or an increased prioritization.