Method and computer readable medium for geographic agent routing

Abstract

A method and computer readable medium for routing a call to geographically dispersed agents based on agent skill-set, agent location and caller location that results in the call being delivered to the best available agent. The computer readable medium and method are utilized with a system comprised of a call center application module coupled to a database module with a communications network being used to couple incoming calls from customers with the best available agent. A database contains a ranking of available agents, based on a dataset including information regarding skill-set, previous interaction with the customer, proximity to the customer, language capability, current availability, and the like. The method chooses the best available agent to service a customer call based on the agent rankings. In the case where the customer has a preference for proximity of the agent to the customer, the system adjusts the agent rankings according to the agent's distance from the customer prior to making a selection.

What is claimed is: 
     
         1 . A method, comprising:
 calculating an agent range preference by subtracting a minimum distance from one agent to a customer from a maximum distance from another agent to the customer;   calculating an adjusted distance scale by subtracting said minimum distance from the agent range preference;   determining a distance adjustment for an agent within the agent range preference by multiplying the agent range preference times a proximity preference factor times a difference between the agent range preference and an agent distance to the customer and dividing by the calculated adjusted distance scale; and   assigning an agent of a plurality of agents, by a processor, to service a customer based on the calculating and determining.   
     
     
         2 . The method of  claim 1  comprising assigning an agent to service a customer based on an agent distance adjustment being made relative to a closest agent distance prior to assigning an agent to service a customer when said customer specifies an agent range preference. 
     
     
         3 . The method of  claim 1  comprising receiving a call based on an initial agent ranking of all available agents, a caller's proximity preference factor, and an agent range preference. 
     
     
         4 . The method of  claim 1  comprising coupling a plurality of incoming customer calls and available agents. 
     
     
         5 . The method of  claim 1  comprising providing an initial agent ranking based on a dataset including information of at least one from the group of: skill-set, previous interaction with a customer, language capability, race, sex, minimum distance from an agent to a customer, maximum distance from an agent to a customer, and current availability. 
     
     
         6 . The method of  claim 1 , wherein an agent is assigned to service a customer based on an initial agent ranking when said customer specifies no agent range preference indicating distance between said customer and said agent. 
     
     
         7 . The method of  claim 1 , wherein the customer and the assigned agent communicate via at least one of: a landline phone call, an e-mail, a fax, Internet, a wireless phone call, a wireless intercom, and a wireless Internet. 
     
     
         8 . The method of  claim 1 , wherein the minimum distance and the maximum distance are determined using at least one of: an address, a NPA-NXX, a Zip Code, cell cite locations and GPS coordinates. 
     
     
         9 . A non-transitory computer readable medium comprising instructions for:
 calculating an agent range preference by subtracting a minimum distance from one agent to a customer from a maximum distance from another agent to the customer;   calculating an adjusted distance scale by subtracting said minimum distance from the agent range preference;   determining a distance adjustment for an agent within the agent range preference by multiplying the agent range preference times a proximity preference factor times a difference between the agent range preference and an agent distance to the customer and dividing by the calculated adjusted distance scale; and   assigning an agent of a plurality of agents, by a processor, to service a customer based on the calculating and determining.   
     
     
         10 . The non-transitory computer readable medium of  claim 9  comprising assigning an agent to service a customer based on an agent distance adjustment being made relative to a closest agent distance prior to assigning an agent to service a customer when said customer specifies an agent range preference. 
     
     
         11 . The non-transitory computer readable medium of  claim 9  comprising receiving a call based on an initial agent ranking of all available agents, a caller's proximity preference factor, and an agent range preference. 
     
     
         12 . The non-transitory computer readable medium of  claim 9  comprising coupling a plurality of incoming customer calls and available agents. 
     
     
         13 . The non-transitory computer readable medium of  claim 9  comprising providing an initial agent ranking based on a dataset including information of at least one from the group of: skill-set, previous interaction with a customer, language capability, race, sex, minimum distance from an agent to a customer, maximum distance from an agent to a customer, and current availability. 
     
     
         14 . The non-transitory computer readable medium of  claim 9 , wherein an agent is assigned to service a customer based on an initial agent ranking when said customer specifies no agent range preference indicating distance between said customer and said agent. 
     
     
         15 . The non-transitory computer readable medium of  claim 9 , wherein the customer and the assigned agent communicate via at least one of: a landline phone call, an e-mail, a fax, Internet, a wireless phone call, a wireless intercom, and a wireless Internet. 
     
     
         16 . The non-transitory computer readable medium of  claim 9 , wherein the minimum distance and the maximum distance are determined using at least one of: an address, a NPA-NXX, a Zip Code, cell cite locations and GPS coordinates.