Dynamic allocation of agents for outbound calling in an automated communication link establishment and management system
View Patent ↗Devices, methods and systems are disclosed herein for dynamically allocating agents during automated operation of a system performing attempts to establish communication connections between a user and a target. When human intervention is needed in order to further process an attempt to establish a communication connection between a user and a target, the system automatically selects the best available agent based upon the skills and experience of available agents in comparison to the conditions, characteristics, or requirements of the attempted communication connection.
1. A communication link establishment and management system for dynamically allocating agents automatically during outbound calling in order for a selected agent to assist in establishing a communication connection between a user and a target, comprising:
the communication link establishment and management system configured to selectively establish a communication channel between a user and a target, wherein the user is knowledgeable about a subject matter of a call with the target, and wherein the communication link establishment and management system including an agent application for interfacing with a plurality of agents and configured to selectively link to said agents to assist the system in completing outbound call attempts, the communication link establishment and management system having a data store for storing agent characteristic information for each agent;
the communication link establishment and management system being operative to initiate a plurality of outbound calling attempts to establish communication between a plurality of users with a plurality of targets, and to automatically establish a link with an agent selected from a group of available agents when human intervention is desired to finish a calling attempt; and
the communication link establishment and management system being programmed to automatically select an agent to assist with a calling attempt when human intervention is desired by determining a best available agent based upon stored agent characteristic information for said selected agent.
2. The communication link establishment and management system according to claim 1 , wherein:
the communication link establishment and management system further comprises an agent module, the agent module being operatively associated with the agent application, and wherein the agent module includes programmed rules for automatically selecting the agent to assist with a calling attempt when human intervention is desired based upon stored agent characteristic information concerning languages spoken by said agent.
3. The communication link establishment and management system according to claim 1 , wherein:
the communication link establishment and management system further comprises an agent module, the agent module being operatively associated with the agent application, and wherein the agent module includes programmed rules for automatically selecting the agent to assist with a calling attempt when human intervention is desired based upon stored agent characteristic information concerning the experience or skill level of said agent.
4. In a communication link establishment and management system, a method for dynamically allocating agents automatically during outbound calling in order to select an agent to assist in establishing a communication connection between a user and a target when human intervention is desired to complete a call, comprising the steps of:
selecting a target for an attempted communication from a predetermined group of targets having stored contact information associated with at least some of said targets;
automatically attempting to establish a communication connection between the user with the selected target using stored contact information associated with said target;
automatically processing an attempted communication connection until conditions are encountered wherein human intervention is needed in order to complete the attempted communication connection;
when human intervention is needed in order to complete an attempted communication connection, automatically selecting an agent to assist in the completion of the attempted communication connection by determining an agent who is suitable to assist in the completion of the attempted communication connection based upon stored agent characteristic information for available agents, and
wherein the user is knowledgeable about a subject matter of the call with the target.
5. The method according to claim 4 , wherein:
an agent is automatically selected to assist in the completion of an attempted communication connection by determining an agent who is suitable to assist in the completion of the attempted communication connection based upon stored agent characteristic information concerning languages spoken by said agent.
6. The method according to claim 4 , wherein:
an agent is automatically selected to assist in the completion of an attempted communication connection by determining an agent who is suitable to assist in the completion of the attempted communication connection based upon stored agent characteristic information concerning experience and skill level of said agent.