Skills based contact routing
US6832203B1 · kind B1 · utility
262Cited by
117References
11Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Nov 5, 1999 |
| Grant date | Dec 14, 2004 |
| Priority date | — |
| Expiry date | Nov 5, 2019 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q10/063112
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
A contact (call) center technique matches the best available contact center agent with contacts requiring particular services. As contacts arrive, skills required for each service or contact are correlated with skills possessed by agents, and the best available agent is assigned to process the contact.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.