MXPA99012036A - System and method for enhanced skills based routing. - Google Patents

System and method for enhanced skills based routing.

Info

Publication number
MXPA99012036A
MXPA99012036A MXPA99012036A MX9912036A MXPA99012036A MX PA99012036 A MXPA99012036 A MX PA99012036A MX PA99012036 A MXPA99012036 A MX PA99012036A MX 9912036 A MX9912036 A MX 9912036A MX PA99012036 A MXPA99012036 A MX PA99012036A
Authority
MX
Mexico
Prior art keywords
based routing
skills
skills based
call
agents
Prior art date
Application number
MXPA99012036A
Other languages
Spanish (es)
Inventor
Gregory L Mumford
Original Assignee
Mci Worldcom Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Mci Worldcom Inc filed Critical Mci Worldcom Inc
Publication of MXPA99012036A publication Critical patent/MXPA99012036A/en

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5233—Operator skill based call distribution

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)

Abstract

A method and system for providing enhanced skills based routing of telephone calls is provided. The enhanced skills based routing database. In a call center, an automated call distributor queries the skills based routing program for an appropriate agent console to service a received call. The skills based routing program determines the required product skills for the received call and determines the appropriate agent console to service the call. The determination of an appropriate agent console is based upon the proficiency system comprises a skills based routing program and a skills based routing agents for the required product skills. In one embodiment, the proficiency levels for the various agents are stored in a skills based routing database and retrieved as necessary. The proficiency levels of the agents can take into account efficiency and throughput as well as training on particular call center products.
MXPA99012036A 1997-06-30 1998-06-16 System and method for enhanced skills based routing. MXPA99012036A (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US88480597A 1997-06-30 1997-06-30
PCT/US1998/012473 WO1999000966A1 (en) 1997-06-30 1998-06-16 System and method for enhanced skills based routing

Publications (1)

Publication Number Publication Date
MXPA99012036A true MXPA99012036A (en) 2004-09-01

Family

ID=25385435

Family Applications (1)

Application Number Title Priority Date Filing Date
MXPA99012036A MXPA99012036A (en) 1997-06-30 1998-06-16 System and method for enhanced skills based routing.

Country Status (6)

Country Link
EP (1) EP0993731A1 (en)
JP (1) JP2002507356A (en)
AU (1) AU7969298A (en)
CA (1) CA2294222A1 (en)
MX (1) MXPA99012036A (en)
WO (1) WO1999000966A1 (en)

Families Citing this family (28)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6104802A (en) 1997-02-10 2000-08-15 Genesys Telecommunications Laboratories, Inc. In-band signaling for routing
US7031442B1 (en) 1997-02-10 2006-04-18 Genesys Telecommunications Laboratories, Inc. Methods and apparatus for personal routing in computer-simulated telephony
US6480600B1 (en) 1997-02-10 2002-11-12 Genesys Telecommunications Laboratories, Inc. Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality
US6711611B2 (en) 1998-09-11 2004-03-23 Genesis Telecommunications Laboratories, Inc. Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure
US6985943B2 (en) 1998-09-11 2006-01-10 Genesys Telecommunications Laboratories, Inc. Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
USRE46528E1 (en) 1997-11-14 2017-08-29 Genesys Telecommunications Laboratories, Inc. Implementation of call-center outbound dialing capability at a telephony network level
US7907598B2 (en) 1998-02-17 2011-03-15 Genesys Telecommunication Laboratories, Inc. Method for implementing and executing communication center routing strategies represented in extensible markup language
US6381640B1 (en) * 1998-09-11 2002-04-30 Genesys Telecommunications Laboratories, Inc. Method and apparatus for automated personalization and presentation of workload assignments to agents within a multimedia communication center
US6332154B2 (en) 1998-09-11 2001-12-18 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface
USRE46153E1 (en) 1998-09-11 2016-09-20 Genesys Telecommunications Laboratories, Inc. Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment
US6925165B2 (en) 1998-12-23 2005-08-02 Avaya Technology Corp. Call selection based on continuum skill levels in a call center
USRE45959E1 (en) 1999-02-19 2016-03-29 Genesys Telecommunications Laboratories, Inc. Method and system for enabling automated and real-time discovery of skills available to agents and systems in a multimedia communications network
US7792773B2 (en) * 2002-10-23 2010-09-07 Genesys Telecommunications Laboratories, Inc. Method and system for enabling automated and real-time discovery of skills available to agents and systems in a multimedia communications network
US7373410B2 (en) 2002-10-23 2008-05-13 Genesys Telecommunications Laboratories, Inc. Method and system for providing adaptive and proactive interaction management for multiple types of business interactions occurring in a multimedia communications environment
US7929978B2 (en) 1999-12-01 2011-04-19 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network
JP2002033834A (en) * 2000-07-17 2002-01-31 Toshihiko Yokosaka Terminal connection device, terminal connection system and business support device
WO2004097701A1 (en) 2003-04-30 2004-11-11 Bitwallet, Inc Electronic money management system, electronic money management method, and computer program
US8112391B2 (en) * 2003-07-15 2012-02-07 Accenture Global Services Gmbh Synchronization of agent skill data
US20060200041A1 (en) 2005-03-04 2006-09-07 Ethicon Endo-Surgery, Inc. Biopsy device incorporating an adjustable probe sleeve
US7517322B2 (en) 2005-03-04 2009-04-14 Ethicon Endo-Surgery, Inc. Biopsy device with variable side aperture
US9008075B2 (en) 2005-12-22 2015-04-14 Genesys Telecommunications Laboratories, Inc. System and methods for improving interaction routing performance
US7970118B2 (en) 2006-02-22 2011-06-28 Accenture Global Services Limited User-defined priority call router
US7766843B2 (en) 2006-03-03 2010-08-03 Ethicon Endo-Surgery, Inc. Biopsy method
US8023637B2 (en) 2007-10-01 2011-09-20 Convergys Cmg Utah, Inc. Method and system for hierarchy based contact routing
US9451090B2 (en) 2013-10-31 2016-09-20 Genesys Telecommunications Laboratories, Inc. System and method for performance-based routing of interactions in a contact center
US9654637B2 (en) 2014-08-27 2017-05-16 Genesys Telecommunications Laboratories, Inc. Customer controlled interaction management
US20160065741A1 (en) * 2014-08-27 2016-03-03 Genesys Telecommunications Laboratories, Inc. Social media integrated agent routing
JP6486690B2 (en) * 2015-01-07 2019-03-20 ピーアンドダブリューソリューションズ株式会社 Skill management apparatus and method, and program.

Family Cites Families (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5335269A (en) * 1992-03-12 1994-08-02 Rockwell International Corporation Two dimensional routing apparatus in an automatic call director-type system
US6333980B1 (en) * 1994-09-28 2001-12-25 Rockwell International Corporation Automatic call distributor and method for routing incoming telephone calls based on proficiency ratings of agents
ATE330416T1 (en) * 1995-04-24 2006-07-15 Ibm METHOD AND APPARATUS FOR SKILL-BASED ROUTING IN A CALL CENTER
US5721770A (en) * 1996-07-02 1998-02-24 Lucent Technologies Inc. Agent vectoring programmably conditionally assigning agents to various tasks including tasks other than handling of waiting calls

Also Published As

Publication number Publication date
AU7969298A (en) 1999-01-19
EP0993731A1 (en) 2000-04-19
WO1999000966A1 (en) 1999-01-07
CA2294222A1 (en) 1999-01-07
JP2002507356A (en) 2002-03-05

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