US 11,750,743 B1
Database allocation and analytics for service call centers
Vijay Jayapalan, San Antonio, TX (US); Gregory Yarbrough, San Antonio, TX (US); and Eric Smith, Helotes, TX (US)
Assigned to United Services Automobile Association (“USAA”), San Antonio, TX (US)
Filed by United Services Automobile Association (“USAA”), San Antonio, TX (US)
Filed on Jan. 19, 2021, as Appl. No. 17/152,386.
Application 17/152,386 is a continuation of application No. 16/824,311, filed on Mar. 19, 2020, granted, now 10,931,827.
Application 16/824,311 is a continuation of application No. 15/801,094, filed on Nov. 1, 2017, granted, now 10,630,842, issued on Apr. 21, 2020.
Application 15/801,094 is a continuation of application No. 14/257,688, filed on Apr. 21, 2014, granted, now 9,832,315, issued on Nov. 28, 2017.
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/523 (2006.01); G06Q 10/0639 (2023.01)
CPC H04M 3/5233 (2013.01) [G06Q 10/0639 (2013.01); G06Q 10/06398 (2013.01); H04M 2203/401 (2013.01)] 11 Claims
OG exemplary drawing
 
1. A computer system for selectively routing customer service requests to call centers, comprising:
a contacts management system having:
data sources comprising customer relationship management records, interaction history, agent performance records, reports, and workforce management records;
an interim database coupled to each of the data sources for aggregating data from the data sources; and
an analytics engine module configured to:
monitor calls between a customer and a call center agent;
retrieving stored aggregated data from the interim database;
analyzing the retrieved stored aggregated data to determine a call history with a call center agent; and
identify call center trends utilizing the determined call history for the call center agent retrieved from the interim database;
a workforce management system configured to store call agent information including schedules, roles, skill types, experience levels and titles associated with the call agent; and
a multi-gateway switch having a routing engine module to route an incoming call to a call center agent based upon the determination of the analytics engine module regarding determined trends with the call center agent and information stored in the workforce management system regarding a call center agent.