Automatic call distribution and training system
AssigneeSiemens Information and Communication Networks, Inc.
InventorsShmuel Shaffer, William J. Beyda
Life of this patent
Estimating the term…
Abstract
A system for providing automatic call distribution and training is provided. This system includes agents capable of answering incoming telephone calls. In the preferred embodiment, a queue handler processes the incoming telephone calls to an automatic call distribution system. A monitoring means, such as a server, is used to monitor the queue. It can also monitor agent activities. A contacting means, such as a computer, is used for connecting the agents to the incoming calls. The contacting means also provides training to the agent. Thus, the agents are automatically provided with training based on the queue activity.
Claims22
A method for providing automatic call distribution and training, comprising the steps of:
- training agents in an automatic call distribution system;
- updating skills resumes for the agents;
- monitoring queues, the queues containing incoming telephone calls to the automatic call distribution system;
- managing the queues, the managing using the monitoring and determining which of the telephone calls is routed to which of the agents;
- wherein the training is delivered in accordance with the managing of the queues.
A method for providing automatic call distribution and training, comprising the steps of:
- monitoring a queue, the queue containing incoming telephone calls to an automatic call distribution system;
- determining needed skills based on information from the monitoring, the skills being associated with agents in the automatic call distribution system;
- training the agents with the needed skills;
- and
- updating skills resumes for the agents after the training is complete.
A system providing automatic call distribution and training, comprising:
- a queue handler for processing incoming telephone calls to an automatic call distribution system;
- monitoring means for monitoring the queue activity and for monitoring agent activities, the agents capable of answering the incoming telephone calls;
- and
- contacting means for connecting the agents to the incoming calls and for providing training to the agent, wherein the agents are automatically provided with training based on the monitoring of the queue activity.
Dependencies are inferred from the claim text.