Automatic call distribution based on matching required skills with agents skills
Expected wait-time indication arrangement
Agent vectoring programmably conditionally assigning agents to various tasks including tasks other than handling of waiting calls
Call management method and system for skill-based routing
Automatic dynamic changing of agents' call-handling assignments
Arrangement for equalizing levels of service among skills
Skills-based automatic call distribution system Patent #: 6130942
ApplicationNo. 454508 filed on 12/06/1999
US Classes:379/265.12, Based on agent's skill (e.g., language spoken by agent)379/265.02, Automatic call distributor (ACD) system379/266.09Home agent
ExaminersPrimary: Matar, Ahmad F.
Attorney, Agent or Firm
International ClassH04Q 003/64
AbstractThe system for automatically routing calls to call center agents in an agent surplus condition provides the call center administrator with an automatic agent assignment paradigm which functions to automatically increase the efficiency of assigning multiple skill agents to contacts. The presence of an agent surplus condition provides the present system with a plurality of choices in the assignment of the agent to process a presently received contact. Since the agents who staff the call center include multiple skill agents, the system must make a determination of not only which of the available agents is the best equipped to handle the present contact, but also how that assignment statistically effects the efficiency of successive assignments of agents to contacts next received, based upon the past performance of the agents and the call center. Since the traffic load presented to the call center tends to be highly variable and of content that is difficult to predict, the present system provides several automatic agent assignment paradigms that each have a statistically different impact on the performance of the call center, based upon the quality and quantity of the incoming calls.