Patent ID: 6173053
Filing Date: 2001-01-09
Classification: H04M

Abstract:
A method of selecting a call handler to handle a call, comprising the steps of:a) in response to availability of a call of an individual one of a plurality of types, selecting an available one of a plurality of call handlers who has a best performance characteristic score for the individual call type, to handle the call, including retrieving from a service profile comprising present values of a plurality of service metrics for the individual call type for each agent who is available to handle a call of the individual type the service metrics for the individual call type;obtaining a performance characteristic score for each of said available agents by using the retrieved present values of the plurality of service metrics of each said available agents in one of a plurality of formulas, each corresponding to a different call type, that corresponds to the individual call type, andselecting one of the available agents who has a best said score to handle the call;b) in response to completion of handling of the call by the one call handler, evaluating the one call handler's performance in handling the call; andc) modifying the values of the one call handler's service metrics for the individual call type by the valuation of the one call handler's performance in handling the call to obtain new present values of the service metrics for the individual call type for the one call handler.