Dynamic skill-based call routing
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United States of America Patent
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Nov 7, 2006
Grant Date -
N/A
app pub date -
Apr 27, 1999
filing date -
Apr 27, 1999
priority date (Note) -
In Force
status (Latency Note)
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Abstract
A method and apparatus are provided for assigning agents of an automatic call distributor to incoming calls of a plurality of call types handled by the automatic call distributor. The method includes the steps of determining a target occupancy matrix including a target occupancy for each agent of the agents of the automatic call distributor for each call type of the plurality of call types. The method further includes the steps of processing a call of a first type of the types determined in the target occupancy matrix and assigning the call to an agent of the agents of the automatic call distributor with a largest relative difference between an actual occupancy of calls of the first type handled by the agent and the target occupancy of calls of the first type determined for the agent in the target occupancy matrix.
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