- Patent Title: Activities assignment optimization for multi-skill contact center
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Application No.: US14875365Application Date: 2015-10-05
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Publication No.: US09609131B2Publication Date: 2017-03-28
- Inventor: Vidas Placiakis , Herbert Ristock , Nikolay Korolev , Merijn te Booij , Vitaliy Teryoshin
- Applicant: Genesys Telecommunications Laboratories, Inc.
- Applicant Address: US CA Daly City
- Assignee: Genesys Telecommunications Laboratories, Inc.
- Current Assignee: Genesys Telecommunications Laboratories, Inc.
- Current Assignee Address: US CA Daly City
- Agency: Lewis Roca Rothgerber Christie LLP
- Main IPC: H04M3/00
- IPC: H04M3/00 ; H04M3/523 ; H04M3/51

Abstract:
A system and method for setting agent cross skill enablement levels in a contact center. In one embodiment, a series of simulations is performed to determine optimum cross skill enablement levels for various circumstances, e.g., the number of agents, the proficiency of each agent at each of a number of skills, and the rates of incoming interaction requests requiring each of various skills. A lookup table is created which is subsequently used, during configuration of the contact center prior to operation, or in real time during operation, to adjust agent cross skill enablement levels.
Public/Granted literature
- US20160028893A1 ACTIVITIES ASSIGNMENT OPTIMIZATION FOR MULTI-SKILL CONTACT CENTER Public/Granted day:2016-01-28
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