SERVICE REQUEST ROUTING USING PASSIVE SKILL CERTIFICATION

摘要

In a data processing system coupled for communication to a plurality of agent terminals, a message is received indicating that an agent associated with the agent terminal handled a service request utilizing a skill in which the agent is not indicated as certified by an agent database of the data processing system. The data processing system compares an amount of utilization of the skill by the agent to a threshold. In response to a favorable comparison, the data processing system updates the agent skill record to indicate certification of the agent in the skill The data processing system performs skill-based routing in a contact center by reference to the agent skill record.

主权项

1. A method of data processing in a data processing system, comprising:
in a data processing system coupled for communication to a plurality of agent terminals, receiving from an agent terminal a message indicating that an agent associated with the agent terminal handled a service request utilizing a skill in which the agent is not indicated as certified by an agent database of the data processing system; in response to receipt of the message, the data processing system comparing an amount of utilization of the skill by the agent to a threshold; in response to a favorable comparison, the data processing system updating the agent skill record to indicate certification of the agent in the skill; and the data processing system performing skill-based routing in a contact center by reference to the agent skill record.