David Ryan Pickering

US Patent:

6493695, Dec 10, 2002

Filed:

Sep 29, 1999

Appl. No.:

09/407791

Inventors:

David Pickering - Oakland CA
Narasimhaprasad Kodur - Cupertino CA

Assignee:

Oracle Corporation - Redwood Shores CA

International Classification:

G06F 1700

US Classification:

706 47, 706 45, 706 46

Abstract:

Methods, devices and systems for processing a customer interaction of any media type for assignment to at least one selected call center agent and/or to at least one selected queue coupled to at least one call center agent in a call center. The method includes steps of receiving the customer interaction and extracting customer data from the received customer interaction. The customer data is linked with the customer interaction from which the customer data was extracted. The extracted customer data is stored in a data structure that is generic across all media types of the customer interactions. The customer data in the generic data structure is then applied to a rule-based engine, the rule-based engine operating upon the extracted customer data to select the agent(s) and/or the queue(s) to which to assign the generic data structure. A repository of call center agent characteristics may be accessed to select the agent(s) and/or queue(s), as may be a customer information database. The generic data structure or object is assigned and sent to the selected agent(s) and/or to the selected queue(s), and the customer interaction linked to the generic data structure is retrieved.