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Synchronization of agent skill data

  • US 20060123060A1
  • Filed: 07/15/2003
  • Published: 06/08/2006
  • Est. Priority Date: 07/15/2003
  • Status: Active Grant
First Claim
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1. A method of maintaining skills for agents of a contact center, the method comprising:

  • providing profiles in a central skill database for a plurality of agents;

    receiving skill data from a skill-impacting system for a first agent;

    updating a first profile in the central skill database for the first agent based on the skill data received; and

    synchronizing a routing system with skill-based information from the first profile in the central skill database.

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