Arrangement for equalizing levels of service among skills

Details Arrangement for equalizing levels of service among skills Arrangement for equalizing levels of service among skills

1997-12-17

2000-07-11

Zele, Krista

Telephonic communications

Centralized switching system

Call distribution to operator

379266, 379269, 379309, H04M 300

Patent

active

06088441&

ABSTRACT:
In a skills-based ACD, an available agent is reserved and assigned to handle calls needing a "rare" skill of the agent and is prevented from handling calls needing a "common" skill of the agent even if calls needing the common skill are waiting to be handled, if not reserving the agent for the calls needing the rare skill would deprive those calls of the last available agent, even if no calls needing the rare skill are available for handling. The agent is reserved only if target performance criteria, such as average speed of answer, for handling the calls needing the common skill are being met. In case of more than one agent being available to handle calls that need the rare skills, one of these agents is selected and reserved and the other agents are freed to serve calls needing "common" skills.

REFERENCES:
patent: 5206903 (1993-04-01), Kohler et al.
patent: 5309513 (1994-05-01), Rose
patent: 5335269 (1994-08-01), Steinlicht
patent: 5467391 (1995-11-01), Donaghue, Jr. et al.
patent: 5784452 (1998-07-01), Carney
patent: 5825869 (1998-10-01), Brooks et al.
patent: 5903641 (1999-05-01), Torisson
U.S. Patent Application, J.E. Kohler 5, Serial No. 08/674,477, "Agent Vectoring", Filed Jul. 2, 1996.
U.S. Patent Application, A.V. Tonisson 1, Serial No. 08/790,010, "Automatic Dynamic Changing of Agents' Call-Handling Assignments", Filed Jan. 28, 1997.
DEFINITY.RTM. Communications System Generic 3 Call Vectoring/Expert Agent Selection (EAS) Guide, 555-230-520, Issue 3, Nov. 1993, 43 pages.
Foster: "Advanced DEFINITY Call Centers: Working for You and Your Customers" vol. 9, No. 2, 1994, pp. 6-11, XP000458375, New York, USA.

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