Skill-based call routing
US6424709B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 22, 1999 |
| Grant date | Jul 23, 2002 |
| Priority date | — |
| Expiry date | Mar 22, 2019 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5233
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method and apparatus are provided for assigning a plurality of agents to incoming calls by an automatic call distributor. The method includes the steps of defining a plurality of agent groups for processing calls received by the automatic call distributor and assigning at least some agents of the plurality of agents to an agent group of the plurality of agent groups based upon a skill level of the at least some agents and a set of required qualifications for the agent group. The method further includes the steps of delivering calls to the at least some agents of the agent group based upon the required qualifications for the agent group and upon agent idle time, monitoring a call loading of the agent group and adjusting a number of the at least some agents of the group based upon the monitored call loading.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.