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US 7,072,966 B1Granted
Skills-based routing of a communication session
AssigneeeTalk Corporation
InventorsGerald D. Benjamin, William O. Whisenhunt, Blair E. Nygren
Life of this patent
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Abstract
A method which routes a communication session, from a client to a service agent station, utilizing a dynamic skills table improves the efficiency of the communication session and increases client satisfaction. A remote server dynamically updates the skills table with service agent information, obtained from one or more sources, and communicates the skills table to a switch. A profile of the client's request for the communication session is generated and compared to the skills table. The switch subsequently routes the client to the optimal service agent station.
Claims18
A method for skills-based routing of a communication session received at a switch, comprising:
- receiving, at a switch, a request to establish a communication session between a client and one of a plurality of service agent stations;
- generating a profile of the communication session in response to the request, wherein the profile of the communication session comprises at least two attributes;
- comparing the profile of the communication session to a skills table, wherein the skills table includes a plurality of service agent records, each service agent record associating a service agent station with one or more skill entries;
- identifying, based on the comparison of the profile and the skills table, a subset of the service agent records included in the skills table, wherein the subset contains a plurality of service agent records;
- generating an ordered list of service agent records by applying one or more arithmetic algorithms to skill entries associated with the subset of service agent records;
- selecting a service agent station associated with a first service agent record in the ordered list;
- receiving, at a server remote from the switch, service agent information from a client, the service agent information pertaining to a service agent station associated with the client;
- storing the service agent information on the server;
- dynamically updating a skills table utilizing the service agent information, wherein the skills table associates each service agent station with a plurality of skill entries in a service agent record;
- and
- communicating the skills table to the switch.
8 more elements
Software for skills-based routing of a communication session received at a switch, the software being embodied in a computer-readable medium and when executed by one or more computers operable to:
- receive, at a switch, a request to establish a communication session between a client and a service agent station;
- generate a profile of the communication session in response to the request, wherein the profile of the communication session comprises at least two attributes;
- compare the profile of the communication session to a skills table, wherein the skills table includes a plurality of service agent records, each service agent record associating one of a service agent station with one or more skill entries;
- identify, based on the comparison of the profile and the skills table, a subset of the service agent records included in the skills table, wherein the subset contains a plurality of service agent records;
- generate an ordered list of service agent records by applying one or more arithmetic algorithms to skill entries associated with the subset of service agent records;
- select a service agent station associated with a first service agent record in the ordered list;
- receiving, at a server remote from the switch, service agent information from a client, the service agent information pertaining to a service agent station associated with the client;
- storing the service agent information on the server;
- dynamically updating a skills table utilizing the service agent information, wherein the skills table associates each service agent station with a plurality of skill entries in a service agent record;
- and
- communicating the skills table to the switch.
8 more elements
A server, comprising:
- an interface operable to communicate with a network, the interface further operable to;
- receive a request to establish a communication session between a client and one of a plurality of service agent stations;
- receive service agent information from a client, the service agent information pertaining to a service agent station associated with the client;
- and
- after a skills table has been updated, communicate the updated skills table to a switch, wherein the skills table associates each service agent station to a plurality of skill entries in a service agent record;
- a processing module coupled to the interface, the processing module operable to:
- generate a profile of the communication session in response to the request, wherein the profile of the communication session comprises at least two attributes;
- compare the profile of the communication session to a skills table, wherein the skills table includes a plurality of service agent records, each service agent record associating a service agent with one or more skill entries;
- identify, based on the comparison of the profile and the skills table, a subset of the service agent records included in the skills table, wherein the subset contains a plurality of service agent records;
- generate an ordered list of service agent records by applying one or more arithmetic algorithms to skill entries associated with the subset of service agent records;
- select a service agent station associated with a first service agent record in the ordered list;
- and
- dynamically update the skills table utilizing the servile agent information;
- and
- a storage medium coupled to the processing module, the storage medium operable to store the skills table.
12 more elements
Dependencies are inferred from the claim text.