Patent ID: 7039176

Claim:
A call center capable of receiving a plurality of calls, each received call of the plurality of calls being associated with at least one priority attribute from a plurality of priority attributes, comprising: a plurality of agents capable of servicing the received calls of the plurality of calls; a database for storing information related to a customer associated with each received call, the information comprising: a plurality of customer priority attribute weights, each of the customer priority attribute weights being associated with a different priority attribute of the plurality of priority attributes, and a plurality of customer priority attribute values, each of the customer priority attribute values also associated with a priority attribute of the plurality of priority attributes; and an administration manager configured to determine a priority rating for each of the plurality of received calls based on one or more of the customer priority attribute values associated with each of the received calls and the customer priority attribute weights associated with each of the received calls, prioritize servicing of the plurality of received calls based on the determined priority ratings for each of the plurality of received calls, and update the plurality of customer attribute values stored in the database based on the priority attributes associated with each of the plurality of received calls.