Automatic call distributor and method for routing incoming telephone calls based on proficiency ratings of agents

• US 6,333,980 B1
• Filed: 09/28/1994
• Issued: 12/25/2001
• Est. Priority Date: 09/28/1994
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell International Corporation
• Inventors: Hollatz, Michael C., Steinlicht, Joseph C., Righi, Dan M., Sunderman, Kurt E.
• Primary Examiner(s): TSANG, FAN S
• Application Number:
  US08/314,189
• Time in Patent Office: 2,645 Days
• Field of Search: 379/265, 379/266, 379/88, 379/89, 379/67, 379/309, 379/218
• US Class Current: 379/265.12
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

An automatic call distributor 100 and method for selectively connecting incoming telephone calls from telephonic units 102 to a plurality of available agents located at agent telephonic units 308 is provided. The automatic call distributor 100 includes a central processing unit 302 which controls a multiport switch 300 to interconnect the incoming telephone calls and the agent telephonic units 308. Each agent is assigned one or more agent-skill indicators indicative of the agent'"'"'s skills. A proficiency rating indicative of the skill level of the agent is also assigned for each agent-skill indicator. Skill groups 110a, 110b and 110n are formed from available agents having a common agent-skill indicator. Within the skill groups, the agents are arranged by decreasing proficiency rating. Agents with identical proficiency ratings are further arranged by the amount of time each agent has been available to accept an incoming telephone call. When received, an incoming telephone call is matched with a common agent-skill indicator deemed useful in satisfying a need of the caller and a minimum proficiency rating and the telephone call is routed to the skill group associated with the matched agent-skill indicator. The telephone call is offered to the agent within the skill group having the highest proficiency rating and, amongst the agents having an identical proficiency rating, having been available for the longest time.

Claims

1. A method for selecting one of a plurality of agents to receive an incoming telephone call from a caller, the method comprising the steps of:

associating at least one agent-skill indicator with each of the agents, the agent-skill indicator being representative of at least one skill of each of the agents;

grouping the agents into skill groups based on the agent-skill indicators;

assigning a proficiency rating for each of the agent-skill indicators associated with each of the agents, the proficiency rating being representative of the proficiency of each of the agents in the skill represented by the agent-skill indicator;

identifying a call-skill indicator deemed useful in satisfying a need of the caller;

matching the call-skill indicator with one of the at least one agent-skill indicator, the matched agent-skill indicator having a corresponding matched skill group; and

connecting one of the agents in the matched skill group to the caller based on the proficiency ratings of the agents in the matched skill group.

2. The method as recited in claim 1 wherein the step of connecting one of the agents comprises the step of connecting an agent having a highest proficiency rating in the matched skill group.

3. The method as recited in claim 1 comprising the step of assigning a minimum proficiency rating to the caller, and wherein the step of connecting one of the agents comprises the step of connecting an agent having a highest proficiency rating in the matched skill group when the highest proficiency rating is not less than the minimum proficiency rating.

4. The method as recited in claim 1 comprising the steps of

detecting a length of time during which each of the agents have been available, an available agent being an agent that is presently able to accept incoming telephone calls; and

wherein the step of connecting one of the agents further comprises the step of connecting one of the agents based on the length of time of availability.

5. The method as recited in claim 4 comprising the steps of:

determining which of the agents are unavailable, an unavailable agent being an agent that is presently unable to accept incoming telephone calls;

removing the unavailable agents from queues of the skill groups;

detecting when each of the unavailable agents becomes available to accept incoming telephone calls; and

inserting each of the detected available agents into the skill groups.

6. The method as recited in claim 5 comprising the step of placing the caller in queue to the matched skill group when no available agents are contained in the matched skill group.

7. The method as recited in claim 1 wherein the step of identifying a call-skill indicator comprises the steps of:

detecting a telephone number called by the caller; and

selecting the call-skill indicator based on the telephone number.

8. The method as recited in claim 1 wherein the step of identifying a call-skill indicator comprises the steps of:

detecting a destination telephone number called by the caller;

detecting an origin telephone number associated with a telephonic unit used by the caller to place the incoming telephone call; and

selecting the call-skill indicator based on the destination and origin telephone numbers.

9. The method as recited in claim 1 wherein the step of identifying a call-skill indicator comprises the steps of:

prompting the caller to provide predetermined information; and

using the information to select the call-skill indicator.

10. In an automatic call distributor, a method for routing an incoming telephone call from a caller to one of a plurality of available agents, an available agent being an agent presently able to accept an incoming telephone call, comprising the steps of:

associating at least one agent-skill indicator with each of the available agents, an agent-skill indicator being representative of a skill of an agent;

associating a proficiency rating with each agent-skill indicator associated with each of the agents, the proficiency rating being representative of the proficiency of each of the agents in the skill associated with each agent-skill indicator;

forming a skill group for each agent-skill indicator comprised of available agents having a common agent-skill indicator associated therewith;

detecting a length of time each of the available agents have been available;

identifying a call-skill indicator deemed useful in satisfying a need of the caller;

matching the call-skill indicator with one of the skill groups comprised of available agents having a common agent-skill indicator which corresponds to the call-skill indicator; and

connecting one of the available agents in the matched skill group to the caller based on the proficiency rating and the length of time of availability of agents in the matched skill group.

11. The method as recited in claim 10 wherein the step of connecting one of the available agents comprises the step of connecting an agent having a highest proficiency rating in the matched skill group.

12. The method as recited in claim 10 comprising the step of

assigning a minimum proficiency rating to the caller, and wherein

the step of connecting one of the available agents comprises the step of connecting one of the available agents in the matched skill group to the caller based on the proficiency rating, the minimum proficiency rating and the length of time of availability of agents in the matched skill group.

13. The method as recited in claim 12 comprising the steps of:

determining when each of the available agents becomes unavailable, an unavailable agent being an agent that is presently unable to accept incoming telephone calls;

removing the unavailable agents from corresponding skill groups;

detecting when unavailable agents become available to accept incoming telephone calls; and

inserting each of the detected available agents into corresponding skill groups.

14. The method as recited in claim 13 comprising the step of placing the caller in queue to the matched skill group when no available agents are contained in the matched skill group.

15. The method as recited in claim 10 wherein the step of identifying a call-skill indicator comprises the steps of:

;

detecting a telephone number called by the caller; and

selecting the call-skill indicator based on the telephone number.

16. The method as recited in claim 10 wherein the step of identifying a call-skill indicator comprises the steps of:

detecting a destination telephone number called by the caller;

detecting an origin telephone number associated with a telephonic unit used by the caller; and

selecting the call-skill indicator based on the destination and origin telephone numbers.

17. The method as recited in claim 10 wherein the step of identifying a call-skill indicator comprises the steps of:

prompting the caller to provide predetermined information; and

using the information to select the call-skill indicator.

18. An automatic call distributor for connecting an incoming telephone caller with one of a plurality of agents, some of the agents being available to accept an incoming telephone call, the call distributor comprising:

computer means for detecting skill requirements required to satisfy a need of the incoming telephone caller, for specifying skills possessed by each of the agents, for specifying a proficiency rating for each of the skills of the agents, the proficiency rating being indicative of the proficiency of each agent in each of its possessed skills, for forming skill groups of available agents for each of the skills of the agents whereby each of the skill groups has one skill common to all of the agents therein, and for matching the skill requirements of the incoming telephone caller to one of the skill groups based on the one common skill of the matched skill group; and

connecting means responsive to the computer means for connecting the incoming telephone caller to one of the agents in the matched skill group based on the proficiency rating of the one agent.

19. The automatic call distributor as recited in claim 18 wherein the computer means comprises

minimum proficiency means for assigning a minimum proficiency to the incoming telephone caller, and wherein

the connecting means connects the incoming telephone caller to one of the agents in the matched skill group based on the minimum proficiency rating of the incoming telephone caller and the proficiency rating of the one agent.

20. The automatic call distributor as recited in claim 19 wherein the computer means comprises:

timing means for detecting a length of time during which each of the available agents have been available; and

wherein the computer means connects via the connecting means the incoming telephone caller to one of the agents in the matched skill group based on the length of time the connected agent has been available.

21. The automatic call distributor as recited in claim 19 wherein the computer means comprises:

calling means for detecting a destination telephone number called by the incoming telephone caller, and

wherein the computer means determines the skill requirements of the caller based on the destination telephone number.

22. The automatic call distributor as recited in claim 19 wherein the computer means comprises:

prompting means for prompting the caller to provide predetermined information; and

wherein the computer means uses the information to detect the skill requirements of the caller.