05903641 is referenced by 336 patents and cites 17 patents.

An agent vector monitors selected performance parameters of a call center, such as service times, in-queue times, call volumes, call abandonment rates, benefits derived from having different agents handle calls requiring different skills, proportions of work spent by agents on handling calls requiring different skills, etc., and automatically adjusts agents' call-handling assignments, for example, by changing the skills to which an agent is assigned or by changing the relative priorities of the agent's skills, in order to optimize a predefined objective. The objective is a selected performance characteristic of the call center, for example, the total benefit to the call center of individual ones of the agents handling calls requiring individual agent skills.

Title
Automatic dynamic changing of agents call-handling assignments
Application Number
8/790010
Publication Number
5903641
Application Date
January 28, 1997
Publication Date
May 11, 1999
Inventor
Alan V Tonisson
Beecroft
AU
Agent
David Volejnicek
Assignee
Lucent Technologies
NJ, US
IPC
H04M 3/50
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