Agent skill promotion and demotion based on contact center state

摘要

A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, selectively promote and demote agent skills to respond to various changes in contact center conditions. This enables the contact center to respond to unexpected changes in processing conditions without significantly impacting the overall performance of the contact center.

主权项

1. A method, comprising:
determining a state of a contact center; and based on determining the state of the contact center, a randomizer selecting an agent from a subset of agents to have a skill proficiency value until a predetermined amount of time has passed, wherein the skill proficiency value assigned to the agent is adjusted to accommodate the determined state of the contact center, and wherein the skill proficiency value assigned to the agent is returned to an originally-assigned skill proficiency value immediately after the agent is assigned to a work item.