In a skills-based ACD, an available agent is reserved and assigned to handle calls needing a "rare" skill of the agent and is prevented from handling calls needing a "common" skill of the agent even if calls needing the common skill are waiting to be handled, if not reserving the agent for the calls...http://www.google.fr/patents/US6088441?utm_source=gb-gplus-shareBrevet US6088441 - Arrangement for equalizing levels of service among skills
Arrangement for equalizing levels of service among skills
