SKILLS-BASED AUTOMATIC CALL DISTRIBUTION SYSTEM

SKILLS-BASED AUTOMATIC CALL DISTRIBUTION SYSTEM

A skills based telephone call distribution system is disclosed. The system determines the informational needs of an incoming caller and defines a set of skills an agent should possess to serve the caller. A search is performed for an available agent possessing the skill set. Upon the search failing...

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1. Verfasser: STENLUND, BO
Format: Patent
Sprache:eng ; fre ; ger
Schlagworte:
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TELEPHONIC COMMUNICATION
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creator STENLUND, BO
description A skills based telephone call distribution system is disclosed. The system determines the informational needs of an incoming caller and defines a set of skills an agent should possess to serve the caller. A search is performed for an available agent possessing the skill set. Upon the search failing to locate an available agent possessing the skill set, the amount of time the caller may expect to wait therefor is estimated. The estimated time is compared to a maximum waiting time. If the estimated time is greater than the maximum waiting time, then the skill set is redefined to include a greater number of agents who may serve the caller. A new search is performed for an available agent possessing the redefined skill set.
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subjects ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TELEPHONIC COMMUNICATION
title SKILLS-BASED AUTOMATIC CALL DISTRIBUTION SYSTEM
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