Skills-based automatic call distribution system

Details Skills-based automatic call distribution system Skills-based automatic call distribution system

1998-10-30

2000-10-10

Zele, Krista

Telephonic communications

Centralized switching system

Call distribution to operator

376266, 376309, H04Q 364

Patent

active

061309427

ABSTRACT:
A skills based telephone call distribution system is disclosed. The system determines the informational needs of an incoming caller and defines a set of skills an agent should possess to serve the caller. A search is performed for an available agent possessing the skill set. Upon the search failing to locate an available agent possessing the skill set, the amount of time the caller may expect to wait therefor is estimated. The estimated time is compared to a maximum waiting time. If the estimated time is greater than the maximum waiting time, then the skill set is redefined to include a greater number of agents who may serve the caller. A new search is performed for an available agent possessing the redefined skill set.

REFERENCES:
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patent: 5185782 (1993-02-01), Srinivasan
patent: 5721770 (1998-02-01), Kohler
patent: 5740238 (1998-04-01), Flockhart et al.
patent: 5825869 (1998-10-01), Brooks et al.
patent: 5828747 (1998-10-01), Fisher et al.
patent: 5903641 (1999-05-01), Tonisson
patent: 5905793 (1999-05-01), Flockhart et al.
patent: 5982873 (1999-11-01), Flockhart et al.

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