Patent ID: 8848898
Filing Date: 2014-09-30
Classification: H04M

Abstract:
1. A system for identifying agents to whom incoming calls from users are automatically distributed, the system comprising: a data store that maintains information related to at least one of user history information, user identity information, agent capability information, system operation information, and incoming call information; and a computing device in communication with the data store, the computing device operative to: maintain a group of agents qualified to process an incoming call based upon at least one of system operation information and agent capability information maintained in the data store; and identify an agent to whom the incoming call is to be distributed from the group of agents qualified to process the incoming call, the identification based at least in part on information related to at least one of the user history information, user identity information, agent capability information, system operation information, and incoming call information maintained in the data store wherein the agent capability information of the selected agent comprises utilization information for the group of agents determined based at least in part on the availability of each agent within the group of agents to process the incoming call, and wherein agents in the group of agents are ranked in a preferred selection order.