Patent ID: 8112391

Claim:
A computer-implemented method of maintaining skills for agents of a contact center, the method comprising: providing profiles in a central skill database for a plurality of agents; providing a skill-impacting system, the skill-impacting system storing, using a computer system, data for each of the plurality of agents in the central skill database, wherein storing skill data comprises modifying at least one of the profiles, wherein the skill-impacting system includes a learning management educational system, a customer satisfaction scoring system, an a performance metrics scoring system, and wherein the skill data includes satisfaction assessments, completion or results from a training course, and performance metrics; modifying skill data, wherein the modifying triggers an event which generates a transaction which triggers a plurality of work flows state tables; receiving from the skill-impacting system skill data for a first agent; updating, using a computer system, a first profile in the central skill database for the first agent based on the skill data received, wherein the updating is performed by the plurality of workflows state tables; and selectively synchronizing, using a computer system, routing logic of a routing system, wherein the routing system comprises a routing database, with skill-based information from the first profile in the central skill database such that the routing logic determines which of the plurality of agents are to handle a contact based on at least skill data, wherein conditions that trigger the synchronizing are adjustable, rule-based and independent of the updating, and the central skill database is separate from the routing database.