Call center IVR and ACD scripting method and graphical user interface
Number of patents in Portfolio can not be more than 2000
United States of America Patent
Stats
-
Jul 13, 2004
Grant Date -
N/A
app pub date -
Feb 24, 2000
filing date -
Feb 24, 2000
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A call center system and method of routing calls to individual agents within a call center is disclosed. Skills data, including a listing of skills and proficiency levels for each skill, are input via an automatic call distributor (ACD) manager having graphical user interface (GUI), to establish skills that will be available within the call center. Agents are set up that are used within the call center by listing each agent within the ACD manager and selectively mapping skills to each individual agent via the ACD manager and corresponding to what types of skills the agent possesses. A call is received within the call center and a requested type of service is determined and also what skills are required for answering the call are determined. The call is routed to an agent that has the highest efficiency level for the skills required for answering the call based on the requested type of service.
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Family
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Cited Art Landscape
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