Patent Number: 6,310,951

Title: Reassignment of agents

Abstract: A process for reassignment of agents based on their performance in the last performance interval; if the performance of an agent is superior, then he/she is moved to a higher campaign. "Higher" refers to a campaign for which the call center receives a greater remuneration whether or not the call center in turn increases the rate of pay of the agent. Similarly, if the performance is inferior, then the agent is moved to a lower campaign, i.e., one for which the call center receives less remuneration. If the performance just meets the objective, then the agent's assignment stays the same. There can be many levels of superior or inferior performance but the basic principle remains the same.

Inventors: Wineberg; Jonathan M. (Leesburg, VA), Pundit; Neil D. (Herndon, VA), Ravichandran; Arunachalam (Centreville, VA)

Assignee: SER Solutions, Inc.

International Classification: G06Q 10/00 (20060101); H04M 3/50 (20060101); H04M 3/523 (20060101); H04M 003/00 ()

Expiration Date: 10/30/2018