SYSTEM AND METHOD FOR COMMUNICATION ROUTING

摘要

A system and method are presented for communication routing. Communications may be routed into a queue based on criteria. A communication may be assigned to a distribution ring and a determination may be made as to whether there is an availability of resources to handle the communication. A communication may be re-routed if it cannot be handled to a new group. Re-routing may be based on criteria such as time delay, non-time based criteria such as skills, and environmental criteria, to name a few. Re-routing may continue until a communication is handled. The routing design may resemble concentric circles where the center represents the most desirable pool of handlers and each incremental ring represents the iterative expansion sets of agents.

主权项

1. A method for distributing communications in an automatic communication distribution system comprising the steps of:
a. routing a communication into a queue; b. assigning said communication to a distribution ring of resources; c. determining an availability of resources to handle said communication in said distribution ring, wherein said determining examines whether criteria have been met by the communication to exit the distribution ring; and d. re-routing said communication to a new distribution ring of resources if said distribution ring of resources cannot handle said communication.