System for indicating priority levels for transaction and task engagement in a call center

摘要

A call center system has a computerized server executing software (SW) from a machine-readable medium, a data collection function of the SW enabled for collecting data regarding incoming transactions, a data processing function coupled to the data collection engine and enabled for processing the data collected against a set of business rules, the data processing function determining a priority level for individual ones of the incoming transactions, and a distribution function enabled for distributing a priority indication determined by the data processing function to one or more presentation interfaces accessible to agents, at or near the time the associated transaction is engaged by the agent.

主权项

1. A system for processing an activity at a call center comprising:
a processor; a memory, wherein the memory has stored thereon instructions that, when executed by the processor, causes the processor to: retrieve data regarding a plurality of agents, the data including skill levels of the plurality of agents; determine, based upon the data, a first priority indication for the activity, wherein the first priority indication is based on a first level of skill of a first agent for handling the activity; determine, based upon the data, a second priority indication for the activity, wherein the second priority indication is based on a second level of skill of a second agent for handling the activity, wherein the first priority indication is set to be higher than the second priority indication in response to the first level of skill of the first agent being higher than the second level of skill of the second agent; concurrently distribute a first invitation to the activity to the first agent and a second invitation to the activity to the second agent before the first and second agents engage in the activity, the first invitation comprising the first priority indication particular to the first agent and the second invitation comprising the second priority indication particular to the second agent; display the first invitation and the first priority indication to the first agent and, concurrently, display the second invitation and the second priority indication to the second agent; change the first and second priority indications after the first and second invitations are sent to the first and second agents.