A call-management method and system for distributing calls to agents, wherein each agent has a profile, e.g., defining agent skills, efficiency, etc. The call center management system implements an algorithm for selecting an agent to receive a call to optimize caller utility, call center efficiency,...http://www.google.fr/patents/US7110525?utm_source=gb-gplus-shareBrevet US7110525 - Agent training sensitive call routing system
(74) Attorney, Agent, or Firm—Milde & Hoffberg LLP
(57)
ABSTRACT
379/265
A call-management method and system for distributing calls to agents, wherein each agent has a profile, e.g., defining agent skills, efficiency, etc. The call center management system implements an algorithm for selecting an agent to receive a call to optimize caller utility, call center efficiency, and agent training. Therefore, the algorithm does not seek to necessarily route a call to the agent having the skill set most suited to the call; rather, the call may be routed to an agent who needs experience in the area of the call, and thus serves as a training exercise. Skilled agents may be made available to shadow the training agent when available.
24 Claims, 4 Drawing Sheets
DYNAMIC SKILLS-BASED ROUTER
SKILLS INVENTORY DATABASE
I TRANSACTION L~^J QUEUE REQUESTER CONTROLLER
JCALL CONTROL! INTERFACE
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U.S. PATENT DOCUMENTS 2004/0165717 Al * 8/2004 Mcllwaine et al.
2004/0111310 Al* 6/2004 Szlam et al. * cited by examiner
