Global Patent Index - EP 0993731 A1

EP 0993731 A1 2000-04-19 - SYSTEM AND METHOD FOR ENHANCED SKILLS BASED ROUTING

Title (en)

SYSTEM AND METHOD FOR ENHANCED SKILLS BASED ROUTING

Title (de)

SYSTEM UND METHODE ZUR AUF VERBESSERTEN VERMITTLUNGSEIGENSCHAFTEN BASIERTEN RUFLEITUNG

Title (fr)

SYSTEME ET PROCEDE SERVANT A AMELIORER L'ACHEMINEMENT DE COMMUNICATIONS EN FONCTION DES COMPETENCES

Publication

EP 0993731 A1 (EN)

Application

EP 98930265 A

Priority

  • US 9812473 W
  • US 88480597 A

Abstract (en)

[origin: WO9900966A1] A method and system for providing enhanced skills based routing of telephone calls is provided. The enhanced skills based routing database. In a call center, an automated call distributor queries the skills based routing program for an appropriate agent console to service a received call. The skills based routing program determines the required product skills for the received call and determines the appropriate agent console to service the call. The determination of an appropriate agent console is based upon the proficiency system comprises a skills based routing program and a skills based routing agents for the required product skills. In one embodiment, the proficiency levels for the various agents are stored in a skills based routing database and retrieved as necessary. The proficiency levels of the agents can take into account efficiency and throughput as well as training on particular call center products.

IPC 1-7 (main, further and additional classification)

H04M 3/50

IPC 8 full level (invention and additional information)

H04M 3/42 (2006.01); H04M 3/523 (2006.01)

CPC (invention and additional information)

H04M 3/5233 (2013.01)

Citation (search report)

See references of WO 9900966A1

Designated contracting state (EPC)

BE CH DE FR GB IE IT LI NL SE

EPO simple patent family

WO 9900966 A1 19990107; AU 7969298 A 19990119; CA 2294222 A1 19990107; EP 0993731 A1 20000419; JP 2002507356 A 20020305; MX PA99012036 A 20040901

INPADOC legal status


2007-01-19 [REG HK WD] APPLICATIONS WITHDRAWN, DEEMED TO BE WITHDRAWN, OR REFUSED AFTER PUBLICATION IN HONG KONG

- Document: HK 1027241

2005-06-15 [18D] DEEMED TO BE WITHDRAWN

- Effective date: 20041209

2003-10-08 [17Q] FIRST EXAMINATION REPORT

- Effective date: 20030827

2000-04-19 [17P] REQUEST FOR EXAMINATION FILED

- Effective date: 19991221

2000-04-19 [AK] DESIGNATED CONTRACTING STATES:

- Kind Code of Ref Document: A1

- Designated State(s): BE CH DE FR GB IE IT LI NL SE