Skills-based automatic call distribution system
Number of patents in Portfolio can not be more than 2000
United States of America Patent
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-
Oct 10, 2000
Grant Date -
N/A
app pub date -
Oct 30, 1998
filing date -
Oct 30, 1998
priority date (Note) -
In Force
status (Latency Note)
Importance
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.
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