Activities assignment optimization for multi-skill contact center
US9154627B2 · kind B2 · utility
11Cited by
7References
18Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Aug 6, 2013 |
| Grant date | Oct 6, 2015 |
| Priority date | — |
| Expiry date | Aug 6, 2033 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/403
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system and method for setting agent cross skill enablement levels in a contact center. In one embodiment, a series of simulations is performed to determine optimum cross skill enablement levels for various circumstances, e.g., the number of agents, the proficiency of each agent at each of a number of skills, and the rates of incoming interaction requests requiring each of various skills. A lookup table is created which is subsequently used, during configuration of the contact center prior to operation, or in real time during operation, to adjust agent cross skill enablement levels.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.