Patent ID: 8254558
Filing Date: 2012-08-28
Classification: G06Q,H04M

Abstract:
1. A method performed in a contact handling system for scheduling a response to a return contact request, the method comprising: receiving the return contact request from a contact, the return contact request requesting a response from a first company representative; generating a return contact work assignment, the return contact work assignment identifying the contact for the response, and the return contact work assignment identifying a proficiency associated with the return contact request; automatically assigning the return contact work assignment for the first company representative based at least in part on a comparison of the proficiency associated with the return contact work assignment and a proficiency associated with the first company representative; and automatically scheduling the return contact work assignment to the first company representative based at least in part on a work schedule of the first company representative, wherein assigning the return contact work assignment for the first company representative occurs before the return contact work assignment is scheduled to occur.