Skills based routing method and system for call center
Number of patents in Portfolio can not be more than 2000
United States of America Patent
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Jul 1, 2003
Issued Date -
N/A
app pub date -
Feb 25, 2000
filing date -
Feb 25, 2000
priority date (Note) -
In Force
status (Latency Note)
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Abstract
A method and system of configuring the scripting of a call center includes an interactive voice response (IVR) server and automatic call distributor (ACD) server and associated graphical user interface contained on a computer screen of an ACD manager that is loaded on a call center computer. A script editor window is displayed as a result of user input as part of a graphical user interface for the call center. The script editor window includes a script display area. Script icons are representative of ACD and IVR scripting actions and are dragged from an action toolbar into the script display area. The script icons are linked based on user input in the order which represents the IVR and ACD scripting within the call center.
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