发明名称 |
Improved skill-based call routing |
摘要 |
<p>A method and apparatus are provided for assigning a plurality of agents to incoming calls by an automatic call distributor. The method includes the steps of defining a plurality of agent groups for processing calls received by the automatic call distributor and assigning at least some agents of the plurality of agents to an agent group of the plurality of agent groups based upon a skill level of the at least some agents and a set of required qualifications for the agent group. The method further includes the steps of delivering calls to the at least some agents of the agent group based upon the required qualifications for the agent group and upon agent idle time, monitoring a call loading of the agent group and adjusting a number of the at least some agents of the group based upon the monitored call loading. <IMAGE></p> |
申请公布号 |
EP1039732(A2) |
申请公布日期 |
2000.09.27 |
申请号 |
EP20000105393 |
申请日期 |
2000.03.21 |
申请人 |
ROCKWELL ELECTRONIC COMMERCE CORPORATION |
发明人 |
DOYLE, ROBERT;SUNDERMANN, KURT E. |
分类号 |
H04M3/436;H04M3/523;(IPC1-7):H04M3/523;H04Q3/64;H04Q3/66 |
主分类号 |
H04M3/436 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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