Automatic dynamic changing of agents' call-handling assignments
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United States of America Patent
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May 11, 1999
Grant Date -
N/A
app pub date -
Jan 28, 1997
filing date -
Jan 28, 1997
priority date (Note) -
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status (Latency Note)
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Abstract
An agent vector monitors selected performance parameters of a call center, such as service times, in-queue times, call volumes, call abandonment rates, benefits derived from having different agents handle calls requiring different skills, proportions of work spent by agents on handling calls requiring different skills, etc., and automatically adjusts agents' call-handling assignments, for example, by changing the skills to which an agent is assigned or by changing the relative priorities of the agent's skills, in order to optimize a predefined objective. The objective is a selected performance characteristic of the call center, for example, the total benefit to the call center of individual ones of the agents handling calls requiring individual agent skills.
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