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Method and apparatus for skills-based task routing

  • US 20030055705A1
  • Filed: 06/19/2001
  • Published: 03/20/2003
  • Est. Priority Date: 06/19/2001
  • Status: Abandoned Application
First Claim
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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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