Arrangement for equalizing levels of service among skills
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United States of America Patent
Stats
-
Jul 11, 2000
Grant Date -
N/A
app pub date -
Dec 17, 1997
filing date -
Dec 17, 1997
priority date (Note) -
In Force
status (Latency Note)
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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.
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