TECHNICAL HOTLINE RESOURCE MANAGEMENT METHOD AND SYSTEM
First Claim
1. A system for managing resources available to a contact center in response to both telephone-based and web-based inquiries, the system comprising:
- an employee availability listing component;
an employee profile component, said employee profile component including employee skill identification;
a request listing component; and
a routing component for routing a request to an employee based on availability and skill.
2 Assignments
0 Petitions
Accused Products
Abstract
A technical hotline resource management method and system provides a business solution for contact centers which receive contacts both through telephone-based inquiries and web-based inquiries. The disclosed method and system provides, among other things, intelligent calculation of projected resource requirements, a common schedule template for all groups engaged in providing technical assistance, simple input and maintenance screens, a readily-viewed calendar of employee schedules, detailed employee profiles (which identify employee skills), and options for scheduling different work types during given increments of time. Having such information readily available the technical hotline resource manager can thus readily review lists of available employees, groups, and technical requests and can route the inquiries efficiently and quickly. Using the disclosed method and system the resource manager is able to schedule different work types over the contact information, thus enabling employees to be assigned to various work types, including responsibility for different types of inquiries (telephone-based and web-based) as well as for training and meetings, avoiding unnecessary work beyond standard work schedules.
65 Citations
20 Claims
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1. A system for managing resources available to a contact center in response to both telephone-based and web-based inquiries, the system comprising:
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an employee availability listing component; an employee profile component, said employee profile component including employee skill identification; a request listing component; and a routing component for routing a request to an employee based on availability and skill. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A method for responding to both telephone-based and web-based inquiries through a contact center, the method comprising the steps of:
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receiving an inquiry; identifying a group; identifying the schedule of that group; identifying employee availability of the members of the group; identifying employee skill; routing said inquiry to an available employee having an identified skill; responding to said inquiry. - View Dependent Claims (13, 14, 15, 16)
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17. A computer readable medium of instructions for providing resource management and for controlling a real time contact center to receive telephone-based and web-based inquiries and to respond to these inquiries, the computer readable medium of instructions comprising:
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a first set of data representing employee availability; and a second set of data representing employee profiles including an employee'"'"'s skills, wherein said employee profiles drive the intelligent input to real time contact center scenarios based upon said employee availability and said employee profiles. - View Dependent Claims (18, 19, 20)
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Specification