Automatic call distribution system, method, and computer program having multi-skill based routing

A method, comprising:

• detecting an opportunity to make customer service-related contact with a customer;
• determining a plurality of skills required to handle the customer service-related contact, wherein each skill of the plurality of skills is defined as a skill type and one or more corresponding skill values;
• determining a plurality of skills of each customer service agent among one or more available customer service agents, wherein the plurality of skills of each customer service agent indicate knowledge of the customer service agent including languages spoken by the customer service agent, knowledge of the customer service agent with regard to particular subscription types, knowledge of the customer service agent with regard to particular device types, and knowledge of the customer service agent with regard to possible reasons for the opportunity to make the customer service-related contact with the customer;
• and
• managing the customer service-related contact based on the plurality of skills required to handle the customer service-related contact and the plurality of skills of each customer service agent among the one or more available customer service agents, including:
• selecting a customer service agent among the one or more available customer service agents which has the plurality of skills that satisfy plurality of skills required to handle the customer service-related contact, and
• initiating a communication session between the customer and the selected customer service agent.

A system, comprising:

• a non-transitory memory storing instructions;
• and
• one or more processors in communication with the non-transitory memory that execute the instructions to perform a method comprising:
• detecting an opportunity to make customer service-related contact with a customer;
• determining a plurality of skills required to handle the customer service-related contact, wherein each skill of the plurality of skills is defined as a skill type and one or more corresponding skill values;
• determining a plurality of skills of each customer service agent among one or more available customer service agents, wherein the plurality of skills of each customer service agent indicate knowledge of the customer service agent including languages spoken by the customer service agent, knowledge of the customer service agent with regard to particular subscription types, knowledge of the customer service agent with regard to particular device types, and knowledge of the customer service agent with regard to possible reasons for the opportunity to make the customer service-related contact with the customer;
• and
• managing the customer service-related contact based on the plurality of skills required to handle the customer service-related contact and the plurality of skills of each customer service agent among the one or more available customer service agents, including:
• selecting a customer service agent among the one or more available customer service agents which has the plurality of skills that satisfy plurality of skills required to handle the customer service-related contact, and
• initiating a communication session between the customer and the selected customer service agent.