Patent ID: 9049298
Filing Date: 2015-06-02
Classification: G06Q,H04M

Abstract:
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: in response to receipt of the second message, the data processing system updating in the agent database an agent skill record indicative of frequency 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.