Method and system for automatic call distribution based on network resource availability and agent skills
US7088814B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 13, 2001 |
| Grant date | Aug 8, 2006 |
| Priority date | — |
| Expiry date | Jul 18, 2024 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2207/203
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method for handling calls of an automatic call distributor system includes receiving, from a user, a request for connection with one of a plurality of agents, having one of a plurality of skills. In a particular embodiment, a preferred agent of the plurality of agents is selected by a statistical analysis using variables including a network resource available along a communication path between the user and the preferred agent, and an impact of connecting the user with the preferred agent upon the availability of a generally unique skill of the plurality of skills, to a future user. The user is connected with the preferred agent, the preferred agent having the one of the plurality of skills.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.