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Automatic call distribution

  • US 20030169870A1
  • Filed: 03/05/2002
  • Published: 09/11/2003
  • Est. Priority Date: 03/05/2002
  • Status: Abandoned Application
First Claim
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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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