Patent ID: 9185221
Filing Date: 2015-11-10
Classification: G06F,H04M

Abstract:
1. A method of providing access to a call center agent, comprising: receiving, from a user computing device to the call center, a selection of desired characteristics of a type of call center agent; receiving, from the user computing device to the call center, a priority ordering of a portion of the desired characteristics corresponding to a first type of call center agent and a portion of the desired characteristics corresponding to a second type of call center agent; determining, information pertaining to availability of a first number of call center agents matching the first type of call center agent to communicate with the user; determining, information pertaining to availability of a second number of call center agents matching the second type of call center agent to communicate with a user; and establishing a communication between the user and at least one call center agent of the first type or the second type based on the information and the priority ordering.