System and method for enhanced skills based routing

Details System and method for enhanced skills based routing System and method for enhanced skills based routing

H - Electricity

04

M

H04M 3/50 (2006.01) H04M 3/523 (2006.01)

Patent

CA 2294222

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.

Procédé et système servant à améliorer l'acheminement de communications téléphoniques en fonction des compétences. Ce système comprend un programme et une base de données d'acheminement en fonction des compétences. Dans un central de télécommunications, un distributeur automatique d'appels demande au programme d'acheminement une console d'agent appropriée pour traiter un appel reçu. Ce programme détermine les compétences nécessaires à l'appel reçu et, également, la console appropriée pour traiter l'appel. La détermination d'une console d'agent appropriée est basée sur les niveaux de compétence des agents correspondants à traiter un produit. Dans un mode de réalisation, les niveaux de compétence des différents agents sont mémorisés dans une base de données d'acheminement en fonction des compétences et extraits en cas de besoin. Ces niveaux de compétence des agents peuvent prendre en considération l'efficacité et le rendement, ainsi que la formation concernant des produits particuliers du central de télécommunications.

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