Patent ID: 8848900

Claim:
A method for updating a skillset definition for an agent in a Customer Relationship Management (CRM) system, the method comprising: defining, by the CRM system, an initial skillset for the agent, the initial skillset including indications of areas of expertise for which the agent is available to handle related customer requests; receiving, by the CRM system, a request from the agent to update the initial skillset definition, the request indicating a new area of expertise for which the agent wishes to be considered qualified, the new area of expertise comprising an area of expertise not indicated in the initial skillset for the agent; determining, by the CRM system, whether the agent is qualified for the new area of expertise; and in response to determining the agent is qualified for the new area of expertise, updating, by the CRM system, the skillset for the agent to indicate the agent is qualified to begin handling customer requests related to the new area of expertise.