Is a
Patent attributes
Patent Jurisdiction
Patent Number
Date of Patent
September 19, 2006
Patent Application Number
10180763
Date Filed
June 25, 2002
Patent Citations Received
...
Patent Primary Examiner
Patent abstract
A call-management method and system for distributing calls to agents, wherein each agent has a profile, e.g., defining agent skills, efficiency, etc. The call center management system implements an algorithm for selecting an agent to receive a call to optimize caller utility, call center efficiency, and agent training. Therefore, the algorithm does not seek to necessarily route a call to the agent having the skill set most suited to the call; rather, the call may be routed to an agent who needs experience in the area of the call, and thus serves as a training exercise. Skilled agents may be made available to shadow the training agent when available.
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