×

CALL SELECTION BASED ON CONTINUUM SKILL LEVELS IN A CALL CENTER

  • US 20020067822A1
  • Filed: 12/23/1998
  • Published: 06/06/2002
  • Est. Priority Date: 12/23/1998
  • Status: Active Grant
First Claim
Patent Images

1. A method of controlling a selection process for communications in a call center, the method comprising the steps of:

  • associating at least one category of levels with a plurality of skills supported by a given agent in the call center, the category including a level for each of at least a subset of the plurality of skills; and

    selecting a communication for handling by the agent based at least in part on a computation involving at least one of the levels.

View all claims
  • 19 Assignments
Timeline View
Assignment View
    ×
    ×