Patent ID: 6453038
Filing Date: 2002-09-17
Classification: H04M

Abstract:
A communications management system, that is operational in a communication service providing system, for interconnecting a customer who is using a communication device, with a selected one of a plurality of agents who are connected to said communication service providing system, comprising:at least one automated resource, operable to provide said plurality of agents with access to data to enable said selected one of said plurality of agents to serve said customer; means for retrieving data relating to said customer to determine a service need of said customer; means, responsive to said determined service need, for selecting a one of said plurality of agents to serve said customer, comprising: means for maintaining data comprising a mapping of agent experience and agent ability to use, on an unassisted and unsupervised basis, said at least one automated resource to data indicative of an augmented agent skill level for said plurality of agents, means for automatically selecting said one agent as a function of an experience level of said agent with respect to said service need and said agent's augmented skill level in using a one of said at least one automated resource appropriate for said service need; and means for establishing a communication connection through said communication service providing system to said selected one of said plurality of agents who is capable of serving said customer.