Dynamic update of skills database
US8837711B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Apr 15, 2011 |
| Grant date | Sep 16, 2014 |
| Priority date | — |
| Expiry date | Feb 8, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5233
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A device may include a communication interface to receive messages, a skills database that includes a skills schedule table, and one or more processors. The one or more processors may detect an event based on one of the messages, determine whether the event satisfies a condition for changing a schedule associated with a skill of a call agent of a call center, modify the schedule in the skills schedule table when the event satisfies the condition for changing the schedule associated with the skill of the call agent, and send a request, based on the modified schedule associated with the skill of the call agent, to an automatic call distribution (ACD) device to change the skill of the call agent from a database of the ACD device.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.