Automatic call distribution and training system

• US 6,128,380 A
• Filed: 08/24/1998
• Issued: 10/03/2000
• Est. Priority Date: 08/24/1998
• Status: Expired due to Term

• Current Assignee: Unify GmbH & Co. KG (Atos SE)
• Original Assignee: Siemens Information And Communication Networks, Inc.
• Inventors: Shaffer, Shmuel, Beyda, William J.
• Primary Examiner(s): Zele, Krista
• Assistant Examiner(s): BUI, BING Q
• Application Number:
  US09/138,863
• Time in Patent Office: 771 Days
• Field of Search: 379/210, 379/212, 379/214, 379/265, 379/266, 379/269, 379/309, 434/322, 434/323
• US Class Current: 379/265.01
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

A system for providing automatic call distribution and training is provided. This system includes agents capable of answering incoming telephone calls. In the preferred embodiment, a queue handler processes the incoming telephone calls to an automatic call distribution system. A monitoring means, such as a server, is used to monitor the queue. It can also monitor agent activities. A contacting means, such as a computer, is used for connecting the agents to the incoming calls. The contacting means also provides training to the agent. Thus, the agents are automatically provided with training based on the queue activity.

Claims

1. A method for providing automatic call distribution and training, comprising the steps of:

training agents in an automatic call distribution system;

updating skills resumes for the agents;

monitoring queues, the queues containing incoming telephone calls to the automatic call distribution system;

managing the queues, the managing using the monitoring and determining which of the telephone calls is routed to which of the agents;

wherein the training is delivered in accordance with the managing of the queues.

2. The method for providing automatic call distribution and training of claim 1, wherein the training utilizes an internet, push technology.

3. The method for providing automatic call distribution and training of claim 1, wherein the agents are categorized into agent groups, and wherein the agent groups are subdivided based on training levels of the agents and on the size of the queue.

4. The method for providing automatic call distribution and training of claim 1, wherein thresholds are set for removing agents from call handling and for training the agents after the removal.

5. The method for providing automatic call distribution and training of claim 1, wherein completion of the training is automatically recorded and the skills resume is automatically updated.

6. A method for providing automatic call distribution and training, comprising the steps of:

monitoring a queue, the queue containing incoming telephone calls to an automatic call distribution system;

determining needed skills based on information from the monitoring, the skills being associated with agents in the automatic call distribution system;

training the agents with the needed skills; and

updating skills resumes for the agents after the training is complete.

7. The method for providing automatic call distribution and training of claim 6, further comprising the step of locating idle agents, wherein the idle agents are the only agents who receive the training.

8. The method for providing automatic call distribution and training of claim 6, further comprising the step of redefining queues and agent groups based on completed training.

9. The method for providing automatic call distribution and training of claim 6, further comprising the steps of:

receiving manual update requests; and

training agents based on the manual update requests.

10. The method for providing automatic call distribution and training of claim 6, further comprising the steps of:

postponing the training when the number of calls in the queue exceeds a first predetermined threshold; and

resuming the training when the number of calls in the queue is reduced below a second predetermined threshold.

11. The method for providing automatic call distribution and training of claim 6, wherein the first predetermined threshold and the second predetermined threshold are different.

12. The method for providing automatic call distribution and training of claim 6, wherein the training utilizes Internet, push technology.

13. A system providing automatic call distribution and training, comprising:

a queue handler for processing incoming telephone calls to an automatic call distribution system;

monitoring means for monitoring the queue activity and for monitoring agent activities, the agents capable of answering the incoming telephone calls; and

contacting means for connecting the agents to the incoming calls and for providing training to the agent, wherein the agents are automatically provided with training based on the monitoring of the queue activity.

14. The system providing automatic call distribution and training of claim 13, wherein the monitoring means is a server, and wherein the contacting means is at least one of a telephone and a computer.

15. The system providing automatic call distribution and training of claim 13, wherein the training is only provided when the agents are idle.

16. The system providing automatic call distribution and training of claim 13, wherein the queue is stored in a PBX.

17. The system providing automatic call distribution and training of claim 13, wherein the queues and agent groups are redefined based on completed training.

18. The system providing automatic call distribution and training of claim 13, wherein the training is postponed when the number of calls in the queue exceeds a first predetermined threshold, and wherein the training is resumed when the number of calls in the queue is reduced below a second predetermined threshold.

19. The system providing automatic call distribution and training of claim 13, wherein the training utilizes Internet, push technology.

20. The system providing automatic call distribution and training of claim 13, wherein a voice mail system with a call back request feature is utilized.

21. The system providing automatic call distribution and training of claim 13, wherein an interactive voice response unit is utilized.

22. The system providing automatic call distribution and training of claim 13, wherein the agents are categorized into agent groups, and wherein the agent groups are subdivided based on training levels of the agents and on the size of the queue.