Patent ID: 9094517
Filing Date: 2015-07-28
Classification: H04M

Abstract:
1. A method for segmenting work implemented in a contact center server, comprising: creating a plurality of common skill options corresponding to one or more agents of a contact center; wherein the common skill options comprises a media type option, a training skills option, a certifications option, an education option, and a geographic region option; creating a multiple-level service skill definition tree comprising a plurality of service skill options corresponding to one or more agents of the contact center, wherein each of the plurality of common skill options is associated with the multiple-level service skill definition tree; associating each of the one or more agents with all common skills and all service skills that each agent is skilled in; receiving a contact from a customer, wherein the contact comprises a voice communication; obtaining a common skill option selection, wherein the common skill option selection is selected from the plurality of common skill options by the customer; wherein obtaining the common skill option selection comprises: retrieving, from a database, the common skill option selection previously selected from the plurality of common skill options by the customer; transmitting the plurality of service skill options to the customer, and receiving a service skill option selection from the customer, wherein the service skill option selection is selected from the plurality of service skill options, wherein the common skill option comprises at least one attribute common to the agent and at least one other agent; and segmenting the contact to an agent associated with the common skill option selection and service skill option selection, wherein the agent is assigned a common skill legal value and a service skill legal value.