Patent ID: 9420107
Filing Date: 2016-08-16
CPC Classification: G06Q,H04M

Claim Text:
1. A method of data processing in a data processing system, comprising: in a data processing system coupled for communication to a plurality of agent terminals, receiving from an agent terminal a first message indicating that an agent associated with the agent terminal handled a service request utilizing a skill in which the agent is not indicated as certified by an agent database of the data processing system; in response to receipt of the first message: the data processing system updating in the agent database an agent skill record indicative of an amount of utilization of the skill by the agent in handling service requests; the data processing system comparing the amount of utilization of the skill by the agent to a threshold; in response to a favorable comparison, the data processing system updating the agent skill record to indicate certification of the agent in the skill; and the data processing system performing skill-based routing in a contact center by reference to the agent skill record.