Contact center dynamic record delivery
View Patent ↗The invention, in one embodiment, generally establishes a master queue with a priority order based on predefined criteria, and then distributes information about a first prospect to one agent, and information about a second prospect to a second agent and so on, in the priority order. The prospect information is distributed without duplication, and can be updated dynamically, including when a prospect's information is not in the master queue.
1. In a call center campaign system, a method of dynamically allocating prospect data records, comprising: segregating prospect data records into a first group of prospect data records (the first group) and a second group of prospect data records (the second group) based on at least one criteria, wherein the first group defines a virtual queue; and sending a prospect data record from the first group to an agent for processing.
2. The method of claim 1 wherein a prospect data record is selected for the first group if it meets a desired criteria.
3. The method of claim 1 further comprising assigning a priority to a prospect record in the first group.
4. The method of claim 1 wherein segregating is based on a plurality of criteria.
5. The method of claim 1 further comprising a third group of prospect data records defining a second virtual queue, and a prospect data record is selected for in the third group if the prospect data record meets an alternative desired criteria.
6. The method of claim 5 wherein a prospect data record in the third group may be simultaneously a member of the first group or the second group.
7. The method of claim 6 further comprising assigning a prospect data record to a first agent, and then locking the prospect data record so that the prospect data record is inaccessible by a second agent grouping prospect data records in the logical queue into a plurality of data records.
8. The method of claim 1 wherein sending provides a prospect data record to a free agent.
9. The method of claim 1 further comprising assigning a priority level to each prospect data record in the logical queue.
10. The method of claim 9 further comprising sending a prospect data record having a highest priority level to a free agent.
11. The method of claim 10 further comprising sending a second prospect data record having a second highest priority level to a free agent.
12. The method of claim 10 wherein each prospect data record is delivered from the logical queue to a free agent in order of the prospect data record priority level.
13. The method of claim 9 further comprising sending an identification (ID) that identifies a prospect data record having a highest priority level to a free agent so that the free agent may access the prospect data record at a server.
14. The method of claim 9 further comprising: sending a prospect data record having a highest priority level to a free agent; sending a second prospect data record having a second highest priority level to a second free agent; and sending a Nth prospect data record having an Nth highest priority level to an Nth free agent, where N is an integer representing a priority level of a prospect data record and the number of free agents available.
15. The method of claim 14 wherein each agent is sent only one prospect data record at a time from the logical queue.
16. The method of claim 1 wherein each prospect data record is delivered from the first group to a free agent in order of a prospect data record priority level.
17. A call center campaign system that dynamically allocates prospect data records, comprising: a database of prospect data records; wherein the database comprises a campaign database of criteria-qualified prospect data records; and a logical queue comprising criteria-qualified prospect data records from at least the campaign database.
18. The system of claim 17 further comprising: a virtual data set comprising criteria-based prospect data records from the logical queue; a dynamic record server maintained in integration with the database, the dynamic record server having memory and processing that enables a method of dynamically allocating prospect data records; and an agent-accessible computer in communication with the data set.
19. The system of claim 17 wherein each prospect data record is organized according to a priority value.
20. A computing device that dynamically allocates prospect data records, by: segregating prospect data records into a first group and a second group based on at least one criteria; assigning a priority to each data record in the first group; and sending a prospect data record to an agent for processing.