US 9,813,558 B1
Systems and methods relating to caller-centric call data
Stephen Brula, San Antonio, TX (US); Marti Bocanegra, Schertz-Cibolo, TX (US); Sarah Andreas, Helotes, TX (US); and Taylor Clingan, San Antonio, 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 Apr. 13, 2015, as Appl. No. 14/684,897.
Claims priority of provisional application 61/978,432, filed on Apr. 11, 2014.
Int. Cl. H04M 3/00 (2006.01); H04M 3/523 (2006.01); H04M 15/00 (2006.01)
CPC H04M 3/5233 (2013.01) [H04M 15/41 (2013.01)] 19 Claims
OG exemplary drawing
 
1. A computer-implemented method comprising:
determining, by a computer, a request associated with a member call based on one or more inputs received by the computer during the member call;
responsive to the determining the request, obtaining, by the computer, a plurality of performance scores for a plurality of representatives associated with the request, each of the plurality of performance scores based upon a length of a call segment and a customer satisfaction rating for the call segment, wherein the call segment is associated with one of the plurality of representatives;
based on the plurality of performance scores, determining, by the computer, a one of the plurality of performance scores satisfying a threshold value and a representative of the plurality of representatives associated with the one of the plurality of performance scores; and
responsive to the determining the one of the plurality of performance scores and the representative, routing, by the computer, the member call to a terminal of the representative.