Patent ID: 6766012
Filing Date: 2004-07-20
Classification: H04M

Abstract:
A method of allocating agent resources to at least one telephone call campaign in a telephony system to maximize productivity of successful agents, said method comprising the acts of:a) providing a plurality of agent resources to participate in the at least one telephone call campaign to be managed by said telephony system; b) establishing at least one success criteria event for said at least one telephone call campaign; c) modifying said at least one established success criteria event for and during each of said at least one telephone call campaigns; d) assigning an initial success index to each agent participating in said at least one telephone call campaign; e) directing calls to said plurality of agent resources, in a prioritized manner, whereby calls are connected to available agents in accordance with the value of agent success indices from highest to lowest; f) automatically updating each agent's success index after at least one handled call during said at least one telephone call campaign based on a comparison of a result of said at least one handled call and said at least one established success criteria event; and g) repeating acts e) through f) for each call.