METHOD AND COMPUTER READABLE MEDIUM FOR GEOGRAPHIC AGENT ROUTING

摘要

A method and computer readable medium for routing a call to geographically dispersed agents based on agent skill-set, agent location and caller location that results in the call being delivered to the best available agent. The computer readable medium and method are utilized with a system comprised of a call center application module coupled to a database module with a communications network being used to couple incoming calls from customers with the best available agent. A database contains a ranking of available agents, based on a dataset including information regarding skill-set, previous interaction with the customer, proximity to the customer, language capability, current availability, and the like. The method chooses the best available agent to service a customer call based on the agent rankings. In the case where the customer has a preference for proximity of the agent to the customer, the system adjusts the agent rankings according to the agent's distance from the customer prior to making a selection.

主权项

1. A method, comprising:
calculating an agent range preference by subtracting a minimum distance from one agent to a customer from a maximum distance from another agent to the customer; calculating an adjusted distance scale by subtracting said minimum distance from the agent range preference; determining a distance adjustment for an agent within the agent range preference by multiplying the agent range preference times a proximity preference factor times a difference between the agent range preference and an agent distance to the customer and dividing by the calculated adjusted distance scale; and assigning an agent of a plurality of agents, by a processor, to service a customer based on the calculating and determining.