Appeal No. 2003-0977
Application No. 09/219,995
Claim 1 is representative of the claimed invention and is
reproduced as follows:
1. A method of controlling a selection process for
communications in a call center, the method comprising the steps
of:
associating at least one category of levels with a plurality
of skills supported by a given agent in the call center, the
category including a level for each of at least a subset of the
plurality of skills; and
selecting a communication for handling by the agent based at
least in part on a computation involving at least one of the
levels.
References
The references relied on by the Examiner are as follows:
Bogart et al. (Bogart) 6,163,607 Dec. 19, 2000
(filed Nov. 3, 1998)
Rejections At Issue
Claims 1-8, 11-19, and 22-24 stand rejected under 35 U.S.C.
§ 102 as being anticipated by Bogart.
Throughout our opinion, we make references to the
Appellants' briefs, and to the Examiner's Answer for the
respective details thereof.1
1 Appellants filed an appeal brief on June 25, 2002. Appellants
filed a reply brief on November 4, 2002. The Examiner mailed out
an Examiner's Answer on August 27, 2002.
3
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