Patent Document ID: 9813558
Application ID: 14684897

Base Claim:
1. A computer-implemented method comprising: determining, by a computer, a request associated with a member call based on one or more inputs received by the computer during the member call; responsive to the determining the request, obtaining, by the computer, a plurality of performance scores for a plurality of representatives associated with the request, each of the plurality of performance scores based upon a length of a call segment and a customer satisfaction rating for the call segment, wherein the call segment is associated with one of the plurality of representatives; based on the plurality of performance scores, determining, by the computer, a one of the plurality of performance scores satisfying a threshold value and a representative of the plurality of representatives associated with the one of the plurality of performance scores; and responsive to the determining the one of the plurality of performance scores and the representative, routing, by the computer, the member call to a terminal of the representative.

---

Claim 4:
4. The method of claim 1 , wherein the determining the request associated with the member call further comprises: receiving, by the computer, a menu selection identifying the request from a voice response system.