Dynamic work assignment strategies based on multiple aspects of agent proficiency
US8234141B1 · kind B1 · utility
22Cited by
331References
16Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Feb 22, 2005 |
| Grant date | Jul 31, 2012 |
| Priority date | — |
| Expiry date | Jan 18, 2030 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2201/18
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
A contact center 100 having a plurality of performance goals is provided. The contact center includes a routing agent 232 operable, when a work item is to be routed to a servicing destination 134, 138 or 208, determine, for each performance goal, a status of goal realization 304 or 504 and a corresponding set of selection criteria 308 or 508 for the determined statuses of goal realization and a destination selector 216 or 220 operable to select the servicing destination based, at least in part, on the set of selection criteria.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.