Adaptive skills-based routing
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United States of America Patent
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Issued Date -
Dec 7, 2006
app pub date -
Jun 1, 2005
filing date -
Jun 1, 2005
priority date (Note) -
Abandoned
status (Latency Note)
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Abstract
A method and system of processing communications within a communication center is described. The exemplary method receives a communication and determines attributes of the communication necessary for processing the communication. The exemplary method determines a service level of a first queue. When the service level is within range, the method routes the communication using a default set of routing rules. When the service levels are out of range, the method modifies the routing rules and routes the communication using the modified set of routing rules. The method also re-routes pending communications in the queues using the modified set of routing rules.
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