Patent ID: 6163607
Filing Date: 2000-12-19
Classification: H04M

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