Patent ID: 8036371
Filing Date: 2011-10-11
Classification: G06Q

Abstract:
1. A computer-implemented method of processing at least one communication in a call center, the call center having a plurality of agents comprising at least a first group associated with a first skill and a second group associated with a second skill, the method comprising the steps of: determining a number of available agents in the first group upon detecting a service level target for the first skill is met; selecting at least one agent from the available agents in the first group upon detecting the number of available agents exceeds a minimum available agent requirement; and designating the at least one selected agent as eligible for handling at least one communication involving the second skill while maintaining the at least one selected agent's assignment to the first group currently meeting the service level target for the first skill, wherein detecting the number of available agents exceeds a minimum available agent requirement includes: wherein designating the at least one selected agent as eligible for handling at least one communication involving the second skill includes: