Patent ID: 6577727
Filing Date: 2003-06-10
Classification: H04M

Abstract:
A method of assigning agents of a plurality of agent groups for answering a call based upon a time delay in answering the call, such method comprising the steps of:providing in effect an assignment matrix with a plurality of agent identifiers along an ordinate of the matrix and a plurality of application numbers along an abscissa of the matrix where each application number of the plurality of application numbers identifies a call handling routine used to process a corresponding call classification and wherein each column directly below an identifier of an application number of the plurality of application numbers defines a tier number for each agent of the plurality of agents; designating a first group of agents of the plurality of agents within the assignment matrix as candidates for answering the call based upon first availability where the first group of agents are defined by a tier number of one for the call handling routine of the call; forming an expanded group of the first group of agents and at least some agents of a second group when the time delay exceeds a first threshold where the second group of agents are defined by a tier number of two for the call handling routine of the call; and assigning the call to an agent of the expanded group based upon first availability.