Patent ID: 7366293

Claim:
An administration manager apparatus for remotely administering multiple network-based company call centers using at least some service provider resources, the administration manager apparatus being remotely coupled to the call center through a network, the administration manager apparatus comprising a computer for running a program that allows an operator of the computer to remotely provide data to multiple network based call centers via a single interface, the provided data comprising: a plurality of skill definitions describing capabilities of agents of the call center at endpoints of the call center, the agents servicing interactions with a plurality of call center customers, the capabilities being related to interaction servicing; a plurality of agent descriptions, each agent description of the plurality of agent descriptions being associated with a different agent, said each agent description comprising: one or more skill data objects, each skill data object identifying a skill definition to describe a capability of the agent associated with said each agent description; and one or more efficiency ratings, one efficiency rating per one of said one or more skill data objects describing a capability of the agent associated with said each agent description, each efficiency rating being indicative of the efficiency of the agent associated with said each agent description in the corresponding capability; and at least one workgroup definition of at least one workgroup, each of said at least one workgroup definition comprising a list of agents assigned to the defined at least one workgroup and one or more skill data objects assigned to the defined at least one workgroup definition.