Agent-centric processing of prioritized outbound contact lists

摘要

Outbound contact records for a contact center can be arranged as an ordered list reflecting a priority for reaching a party during defined time periods. For each time period, the corresponding prioritized list is used for originating outbound contacts. Originating outbound contacts involves first determining when an agent is available and determining an agent profile of the available agent. Then, records in the ordered list are searched to identify parties having a compatible called party profile matching the agent profile. When an agent is available, the selected contact records are used to generate outbound contacts and a responding party is matched to the agent. Other responding parties may be matched with other agents having the same agent profile or matched with second-best compatible agents. At certain conditions, the remaining records may be processed in a list-centric manner wherein a responding party is matched with any available agent.

主权项

1. An agent-centric method for associating an outbound communication with an agent in a contact center comprising:
determining an available agent by a computer processor from among a plurality of agents in the contact center, wherein the available agent is associated with an agent profile comprising a first indicator; accessing at least part of a dialing list comprising a plurality of outbound contact records by the computer processor, wherein each outbound contact record indicates a respective contact telephone number and is further associated with a respective contact party profile; selecting one or more outbound contact records from the dialing list by the computer processor to form an attempt group, wherein selection of the one or more outbound contact records is based on matching a second indicator in the respective contact party profile for each of the one or more outbound contact records with the first indicator of the agent profile; originating an outbound communication for the available agent by a contact device using one of the one or more outbound contact records in the attempt group; determining a connection to a remote party is established for the outbound communication; and connecting the remote party to the available agent.