Agent training sensitive call routing system
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United States of America Patent
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Apr 25, 2017
Issued Date -
N/A
app pub date -
Mar 2, 2015
filing date -
Jun 25, 2001
priority date (Note) -
In Force
status (Latency Note)
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Abstract
A call-management method and system for distributing calls to agents, wherein each agent has a profile, e.g., defining agent skills, efficiency, etc. The call center management system implements an algorithm for selecting an agent to receive a call to optimize caller utility, call center efficiency, and agent training. Therefore, the algorithm does not seek to necessarily route a call to the agent having the skill set most suited to the call; rather, the call may be routed to an agent who needs experience in the area of the call, and thus serves as a training exercise. Skilled agents may be made available to shadow the training agent when available.
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