Routing inbound communications across call centers and the like

摘要

Communications within a communication management network are routed according to a dynamic scorecard routing method in which communication routing decision attributes of communication route destinations are monitored through data feeds from the communication route destinations at a communication router. Values of the communication routing decision attributes are processed to produce processed attribute values and these processed attribute values are stored in a scorecard routing database. Thereafter, upon receipt of an indication of an inbound communication, a call controller is instructed to route the inbound communication to one of the communication route destinations according to assessed scores of the communication route destinations compiled using the processed communication routing decision attribute values stored in the scorecard routing database.

主权项

1. A method of routing communications within a communication management network, the method comprising:
monitoring communication routing decision attributes of communication route destinations through data feeds from the communication route destinations at a communication router, the communication routing destinations being at least one of a call center, an agent workgroup, an automated call distributor, and a private branch exchange; wherein the communication routing decision attributes are pre-defined by a user: processing values of the communication routing decision attributes to produce processed communication routing decision attribute values and storing the processed communication routing decision attribute values in a scorecard routing database; wherein the data feeds from each communication routing destination are provided to attribute-specific feed adapters that then create the processed values communication routing decision attributes used to populate the scorecard routing database; wherein each attribute-specific feed adapter is associated with a respective attribute for a subject communication routing destination; upon receipt of an indication of an inbound communication, instructing a call controller to route the inbound communication to one of the communication route destinations according to assessed scores of the communication route destinations compiled using the processed communication routing decision attribute values stored in the scorecard routing database; wherein the assessed scores of the communication route destinations comprise scores compiled using prioritized and weighted lists of attributes for the communication route destinations.