A call center system and method of routing calls to individual agents within a call center is disclosed. Skills data, including a listing of skills and proficiency levels for each skill, are input via an automatic call distributor (ACD) manager having graphical user interface (GUI), to establish skills...http://www.google.fr/patents/US6763104?utm_source=gb-gplus-shareBrevet US6763104 - Call center IVR and ACD scripting method and graphical user interface
Call center IVR and ACD scripting method and graphical user interface
