Automatic call distribution
First Claim
Patent Images
1. A method of automatic call distribution in a call queue, comprising:
- associating at least one skill requirement with a call;
associating at least one skill level with each agent among a group of agents, the skill level corresponding to the at least one skill requirement of the call;
computing a match rating for each agent based at least in part on the at least one skill requirement associated with the call and on the at least one skill level associated with the agent; and
routing the call to an available agent based at least in part on the computed match rating for the available agent.
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Abstract
Methods and apparatus for automatic call distribution (ACD) in a call queue are presented. Skill requirements are associated with a call in the call queue. Skill levels that correspond to the skill requirements are associated with each agent among a group of agents. A match rating is computed for each agent based on the skill requirements and skill levels. The call is then routed to an available agent based on the computed match rating for the agent. Accordingly, enhanced service levels may be achieved.
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Citations
48 Claims
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1. A method of automatic call distribution in a call queue, comprising:
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associating at least one skill requirement with a call;
associating at least one skill level with each agent among a group of agents, the skill level corresponding to the at least one skill requirement of the call;
computing a match rating for each agent based at least in part on the at least one skill requirement associated with the call and on the at least one skill level associated with the agent; and
routing the call to an available agent based at least in part on the computed match rating for the available agent. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)
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16. A server for automatic call distribution in a call queue, comprising:
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an association mechanism configured to associate at least one skill requirement with a call, and to associate at least one skill level with each agent among a group of agents, the skill level corresponding to the at least one skill requirement of the call;
a computation mechanism configured to compute a match rating for each agent based at least in part on the at least one skill requirement associated with the call and on the at least one skill level associated with the agent; and
a routing mechanism configured to route the call to an available agent based at least in part on the computed match rating for the available agent. - View Dependent Claims (17, 18, 19, 20, 21)
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22. An article of manufacture comprising:
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a machine-accessible medium comprising data that cause a machine to, associate at least one skill requirement with a call in a call queue;
associate at least one skill level with each agent among a group of agents, the skill level corresponding to the at least one skill requirement of the call;
compute a match rating for each agent based at least in part on the at least one skill requirement associated with the call and on the at least one skill level associated with the agent; and
route the call to an available agent based at least in part on the computed match rating for the available agent. - View Dependent Claims (23, 24, 25, 26, 27)
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28. In a graphical user interface for automatic call distribution, a method comprising:
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displaying a time axis associated with a call queue, the axis representing a predetermined interval of time associated with calls in the call queue;
displaying call indicators on the time axis, each of the call indicators corresponding to a respective call and being displayed at a position on the time axis that corresponds to a time at which the call was added to the call queue;
selectively displaying, for each call indicator, status information for the corresponding call, the displaying being triggered by the selection of the respective call indicator; and
updating the time axis and call indicators to reflect passage of time. - View Dependent Claims (29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40)
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41. An apparatus for automatic call distribution, comprising:
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an axis display mechanism configured to display a time axis associated with a call queue, the axis representing a predetermined interval of time associated with calls in the call queue;
an indicator display mechanism configured to display call indicators on the time axis, each of the call indicators corresponding to a respective call and being displayed at a position on the time axis that corresponds to a time at which the call was added to the call queue;
a status information display mechanism configured to selectively display, for each call indicator, status information for the corresponding call, the displaying being triggered by the selection of the respective call indicator; and
an update mechanism configured to update the time axis and call indicators to reflect passage of time. - View Dependent Claims (42, 43, 44)
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45. An article of manufacture comprising:
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a machine-accessible medium comprising data that cause a machine to, display a time axis associated with a call queue, the axis representing a predetermined interval of time associated with calls in the call queue;
display call indicators on the time axis, each of the call indicators corresponding to a respective call and being displayed at a position on the time axis that corresponds to a time at which the call was added to the call queue;
selectively display, for each call indicator, status information for the corresponding call, the displaying being triggered by the selection of the respective call indicator; and
update the time axis and call indicators to reflect passage of time. - View Dependent Claims (46, 47, 48)
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Specification