公开(公告)号：EP0993731A1

公开(公告)日：2000-04-19

申请号：EP98930265.8

申请日：1998-06-16

申请人： MCI Worldcom, Inc.

发明人： MUMFORD, Gregory, L.

IPC分类号： H04M3/50

CPC分类号： H04M3/5233

摘要： 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.