Call management method and system for skill-based routing

摘要

A call-management method and system for distributing calls to individuals, such as ACD agents, include storing a resume for each individual. In the preferred embodiment, each resume includes first data indicative of call-handling capabilities of the individual and includes second data indicative of preferences of the call-management system for particular individuals to process particular types of calls. When an inbound call is received or an outbound call is generated, the call is tagged with identification of abilities advantageous to processing the calls. Thus, the desired skills for a call may be correlated with either or both of the call-handling capabilities of the individuals and the call-management preferences. Again referring to the preferred embodiment, "tagging" each call is a step of associating a skill expression with each call and includes identifying two or more desired abilities for processing the call. Each call may be tagged with a number of related or unrelated skill expressions, each with a timeout value, thereby permitting routing criteria to be changed depending upon the time that the call has been in queue. The abilities may be designated as mandatory skills and optional skills, with the optional skills being disregarded or reduced in emphasis after the call has remained in a queue beyond a preselected time period. The resumes are stored in an adjunct server that facilitates generating quality of service reports.