Patent ID: 6832203
Filing Date: 2004-12-14
Classification: G06Q

Abstract:
A method of processing contacts in a contact center, each of said contacts definable as at least one of a plurality of types of contacts, each of said plurality of types of contacts requiring one or more skills to be possessed by an agent to which said contact will be assigned for processing, said method comprising the acts of:providing a plurality of agents to process contacts; defining an N-dimensional vector space, each of said N-dimensions corresponding to a particular skill required by an agent to process a contact, wherein N is greater than one; for each said plurality of agents to process contacts, defining an N-dimensional agent vector, said N-dimensional agent vector being within said N-dimensional vector space and having a magnitude in each said N-dimension indicative of said agent's skill level with respect to a skill represented by said dimension; for each said plurality of type of contact, defining a service vector, said service vector being within said N-dimensional vector space and having a magnitude in each N dimension indicative of the importance to processing of said type of contact of said skill represented by said dimension; and identifying at least one contact to be processed, in response to said identified at least one contact to be processed, performing the acts of: electronically determining a plurality of dots products, each of said plurality of dot products between a service vector, indicative of the importance to processing of said contact identified for processing of said skill represented by said dimension for the type of contact to be processed, and an agent vector containing the plurality of skills possessed by each available agent; and assigning said contact to the available agent whose agent vector produces the largest dot product with said service vector.