Adaptive skills-based routing
First Claim
1. A method of processing communications within a communication center comprising the acts of:
- receiving a communication;
determining attributes of said communication necessary to process said communication;
determining a service level of at least a first queue, said service level including a first state and at least a second state corresponding to a within range and an out of range serviced state, respectively; and
routing at least said communication based on said service level, wherein said act of routing at least said communication includes;
when said service level corresponds to said first state, routing said communication using a default set of routing rules; and
when said service level corresponds to said second state, said act of routing at least said communication includes;
modifying said default routing rules;
routing said communication using said modified set of routing rules; and
re-routing pending communications in at least said first queue using said modified set of routing rules.
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Accused Products
Abstract
A method and system of processing communications within a communication center is described. The exemplary method receives a communication and determines attributes of the communication necessary for processing the communication. The exemplary method determines a service level of a first queue. When the service level is within range, the method routes the communication using a default set of routing rules. When the service levels are out of range, the method modifies the routing rules and routes the communication using the modified set of routing rules. The method also re-routes pending communications in the queues using the modified set of routing rules.
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Citations
19 Claims
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1. A method of processing communications within a communication center comprising the acts of:
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receiving a communication;
determining attributes of said communication necessary to process said communication;
determining a service level of at least a first queue, said service level including a first state and at least a second state corresponding to a within range and an out of range serviced state, respectively; and
routing at least said communication based on said service level, wherein said act of routing at least said communication includes;
when said service level corresponds to said first state, routing said communication using a default set of routing rules; and
when said service level corresponds to said second state, said act of routing at least said communication includes;
modifying said default routing rules;
routing said communication using said modified set of routing rules; and
re-routing pending communications in at least said first queue using said modified set of routing rules. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A system for processing communications in a communication center, the system comprising:
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a module for receiving a communication and at least one communication attribute associated with handling the communication;
a module for determining a first service level of a queue;
a module for changing queue parameters of the queue based on the first service level;
a module for storing the communication in the queue based on a similarity of the at least one communication attribute and the changed queue parameters;
a module for determining a second service level of the queue;
a module for changing the parameters of the queue based on the second service level;
a module for determining whether to re-route the communication to a second queue based on the at least one communication attribute and the twice changed queue parameter; and
a module for connecting the communication of a user to an agent. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 17)
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18. A method of transmitting a communication by a user to an agent within a communication center comprising the acts of:
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transmitting the communication to the communication center and at least one communication attribute associated with handling the communication;
holding while the communication center determines a first service level of a queue and the communication center changes queue parameters of the queue based on the first service level;
holding while the communication is placed in the queue based on a similarity of the at least one communication attribute and the changed queue parameters;
holding while the communication center determines a second service level of the queue and the communication center changes the queue parameters based on the second service level; and
holding while the communication center determines whether to re-route the communication to another queue based on the at least one communication attribute and the twice changed queue parameter; and
connecting the communication of the user to the agent. - View Dependent Claims (19)
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Specification