Patent ID: 6584192
Filing Date: 2003-06-24
Classification: H04M

Abstract:
A method of assigning tasks to agents in a service center based on agent skills required to service individual tasks, comprising;in response to a task to be serviced, ascertaining all agent skills required to process the task out of a set of N defined skills, representing the N skills as N separate boolean variables, determining a set X of all logical states of the boolean variables that contain the required skills, building a resume table of available agents, wherein the resume table is organized by the logical states of the N boolean variables and each agent is represented in each state that includes all skills possessed by the agent, determining from the resume table of available agents all agents qualified to service the task, disqualifying from serving the task all agents associated with a state of the agent resume table that is not within the set X, selecting an agent to service the task from the agents remaining in contention.