Appeal No. 1997-0805
Application No. 08/314,189
distribution in which agents located at agent telephone units
are grouped into skill groups by agent skills. Each agent is
assigned one or more agent-skill indicators and agents are
arranged into skill groups based on agent skills. Within each
skill group, a proficiency rating is assigned to each agent
that is indicative of the proficiency of that agent in the
skill of the particular skill group. On receipt of an
incoming telephone call, a call-skill indicator is identified
which is deemed useful in satisfying the needs of the caller.
The call-skill indicator is matched with a corresponding
matched agent skill group and a connection is made with a
particular agent based on the proficiency ratings of agents in
the matched skill group.
Claim 1 is illustrative of the invention and reads as
follows:
1. A method for selecting one of a plurality of
agents to receive an incoming telephone call from a
caller, the method comprising the steps of:
associating at least one agent-skill indicator
with each of the agents, the agent-skill indicator being
representative of at least one skill of each of the
agents;
grouping the agents into skill groups based on
the agent-skill indicators;
2
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