Christopher G Allen

US Patent:

8112391, Feb 7, 2012

Filed:

Jul 15, 2003

Appl. No.:

10/619917

Inventors:

Christopher J. Allen - Aurora CO, US
Beth S. Miles Barry - Corte Madera CA, US
Ervan D. Rodgers - Lansing MI, US

Assignee:

Accenture Global Services GmbH - Schaffhausen

International Classification:

G06F 7/00
G06F 17/00
H04M 3/00
H04M 5/00

US Classification:

707624, 707618, 37926506, 37926512, 37926601

Abstract:

A method and system for automatically updating and synchronizing contact center agent skill data maintained in a central agent skill database with a routing system based upon skill-changing events triggered in skill-Impacting systems. Contact center agent skills may be maintained in a skill database for a set of agents. A skill-impacting system (such as an education system, a satisfaction system or a metrics system) may send skill/capability data for an agent. The agent's profile in the skill database may be updated based on the received skill data. Either immediately, when triggered by an event, or at a predetermined interval, a routing system's routing logic may be synchronized with the new data in the agent's profile. When the contact center receives a contact (such as a phone call, an email, a web chat, an instant message, or a fax) from a customer, processing logic in the routing system may select a best-fit agent based on availability and skill data from the agent profiles.