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Call center agent selection that optimizes call wait times

  • US 6,192,122 B1
  • Filed: 02/12/1998
  • Issued: 02/20/2001
  • Est. Priority Date: 02/12/1998
  • Status: Expired due to Term
First Claim
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1. A method of selecting a handler having a skill to handle a communication needing the skill, comprising the steps of:

  • determining which ones (determined handlers) of a plurality of handlers (available handlers) who are available to handle communications have at least the skill needed by the communication;

    determining all skills (determined skills) that the determined handlers have;

    for each determined skill, determining whether only one available handier of the plurality of available handlers has the determined skill; and

    selecting a determined handler who is, for fewest of the determined skills, an only one available handler who has the determined skill, to handle the communication.

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