Simultaneous usage of agent and service parameters
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United States of America Patent
Stats
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N/A
Issued Date -
Oct 5, 2006
app pub date -
Apr 4, 2005
filing date -
Apr 4, 2005
priority date (Note) -
Abandoned
status (Latency Note)
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Abstract
A system and method for routing a contact to an agent based on a combination of agent parameters and service parameters includes receiving a first contact and determining attributes of the contact. A multi-dimensional agent-service matrix is generated wherein each cell includes at least an agent/service value corresponding to at least a combination of agent and service parameters. The agent parameters may include agent skill level, agent idle time, and order of agents receiving a contact. The service parameters may include wait time of contact in queue, service level goal, number of contacts in queue, and service affinity. A first available agent is identified from the agent-service matrix having a maximum agent/service value and the contact is routed to that agent. Every available agent in the agent-service matrix is available to handle the contact.
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