Dynamic work assignment strategies based on multiple aspects of agent proficiency
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United States of America Patent
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Jul 31, 2012
Grant Date -
N/A
app pub date -
Feb 22, 2005
filing date -
Sep 27, 2004
priority date (Note) -
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Abstract
A contact center 100 having a plurality of performance goals is provided. The contact center includes a routing agent 232 operable, when a work item is to be routed to a servicing destination 134, 138 or 208, determine, for each performance goal, a status of goal realization 304 or 504 and a corresponding set of selection criteria 308 or 508 for the determined statuses of goal realization and a destination selector 216 or 220 operable to select the servicing destination based, at least in part, on the set of selection criteria.
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