Skills based contact routing
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United States of America Patent
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Dec 14, 2004
Grant Date -
N/A
app pub date -
Nov 5, 1999
filing date -
Nov 5, 1999
priority date (Note) -
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Abstract
A contact (call) center technique matches the best available contact center agent with contacts requiring particular services. As contacts arrive, skills required for each service or contact are correlated with skills possessed by agents, and the best available agent is assigned to process the contact.
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