Call management system using dynamic queue position

Details Call management system using dynamic queue position Call management system using dynamic queue position

H - Electricity

04

Q

H04Q 3/64 (2006.01) H04M 3/523 (2006.01)

Patent

CA 2331595

A call center includes functionality for dynamically positioning newly received calls within an established call queue. The calls are positioned within the queue based on predefined service objectives for call types supported by the call center and a length of time that other calls have already been waiting in the queue. In a preferred embodiment, when a new call is received by the call center, an analysis is performed for individual queue positions within the queue until a queue position is identified that meets a predetermined selection criterion. The new call is then placed within this queue position and subsequent calls within the queue are moved accordingly.

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