Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2011-03-29
2011-03-29
Deane, William J (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265010
Reexamination Certificate
active
07916858
ABSTRACT:
A call-management method and system for distributing calls to agents, wherein each agent has a profile, e.g., defining agent skills, efficiency, etc. The call center management system implements an algorithm for selecting an agent to receive a call to optimize caller utility, call center efficiency, and agent training. Therefore, the algorithm does not seek to necessarily route a call to the agent having the skill set most suited to the call; rather, the call may be routed to an agent who needs experience in the area of the call, and thus serves as a training exercise. Skilled agents may be made available to shadow the training agent when available.
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Heller Toby
Hoffberg Steven M.
Deane William J
Hoffberg Steven M.
Ostrolenk Faber LLP
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