Agent training sensitive call routing system

Details Agent training sensitive call routing system Agent training sensitive call routing system

2006-09-19

2006-09-19

Deane, Jr., William J. (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265120

Reexamination Certificate

active

07110525

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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