Arrangement for equalizing levels of service among skills

Details Arrangement for equalizing levels of service among skills Arrangement for equalizing levels of service among skills

Category

H - Electricity

Subcategory

04

Subsubcategory

Q

IPC codes

H04Q 3/64 (2006.01) H04M 3/523 (2006.01)

Type

Patent

Patent number

CA 2254540

Description

In a skills-based ACD, an agent is selected to handle a call based on which available agent's handling of the call will produce the least deviation from the agent's target performance criteria, and a call is selected for handling by an agent based on which available call's handling will produce the least deviation from the agent's target performance criteria. Illustrative target performance criteria include target per-agent per-skill skill work time to staff time ratios. Moreover, the selected call is left waiting and the selected agent is left idle if handling of the call by the agent would increase deviation from the agent's target performance criteria. This serves to equalize the levels of service given to small skills (those staffed with few agents) and large skills (those staffed with many agents).

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