Method and apparatus for skills-based task routing
First Claim
1. A method of assigning tasks to agents in a service center based on agent skills required to service individual tasks, comprising in response to a task to be serviced, ascertaining all agent skills relevant to process the task out of a set of n defined skills, establishing a skill expression that defines a logical relationship between all skills relevant to service the task, calculating a skill weight W(I) for each relevant skill I that represents the relative importance of the skill in the skill expression, deriving a score for each agent qualified to service the task based on the calculated skill weights, and selecting an agent to service the task from the set of qualified agents according to the scores of each qualified agent.
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Abstract
The invention selects agents in a service center to service individual tasks based on agent skills required to service the tasks. All agent skills relevant to processing a task are ascertained out of a set of N defined skills. A skill expression is established that defines a logical relationship between the relevant skills sufficient to qualify an agent to service the task. A weight is calculated for each relevant skill that represents the relative importance of the skill in the skill expression. A set of agents qualified to service the task is derived according to the skill expression. A score is calculated for each qualified agent using the calculated weights, wherein each score represents the closeness of the associated agent'"'"'s qualifications to the skill expression. Finally, an agent is selected to service the task according to the calculated scores.
53 Citations
4 Claims
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1. A method of assigning tasks to agents in a service center based on agent skills required to service individual tasks, comprising
in response to a task to be serviced, ascertaining all agent skills relevant to process the task out of a set of n defined skills, establishing a skill expression that defines a logical relationship between all skills relevant to service the task, calculating a skill weight W(I) for each relevant skill I that represents the relative importance of the skill in the skill expression, deriving a score for each agent qualified to service the task based on the calculated skill weights, and selecting an agent to service the task from the set of qualified agents according to the scores of each qualified agent.
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4. A method of assigning tasks to agents in a service center based on agent skills required to service individual tasks, comprising
in response to a task to be serviced, ascertaining all agent skills relevant for processing the task out of a set of n defined skills and a level of proficiency associated with each task, establishing a skill expression that defines a logical relationship between the relevant skills and their respective proficiency levels sufficient to qualify an agent to service the task, calculating a weight for each relevant skill that represents the relative importance of the skill in the skill expression, deriving a set of agents qualified to service the task according to the skill expression, calculating a score for each qualified agent using the calculated weights, wherein each score represents the closeness of the associated agent'"'"'s qualifications to the skill expression, and selecting an agent to service the task according to the calculated scores.
Specification