07110525 is referenced by 152 patents and cites 36 patents.

A call-management method and system for distributing calls to agents, wherein each agent has a profile, e.g., defining agent skills, efficiency, etc. The call center management system implements an algorithm for selecting an agent to receive a call to optimize caller utility, call center efficiency, and agent training. Therefore, the algorithm does not seek to necessarily route a call to the agent having the skill set most suited to the call; rather, the call may be routed to an agent who needs experience in the area of the call, and thus serves as a training exercise. Skilled agents may be made available to shadow the training agent when available.

Title
Agent training sensitive call routing system
Application Number
10/180763
Publication Number
7110525 (B1)
Application Date
June 25, 2002
Publication Date
September 19, 2006
Inventor
Steven M Hoffberg
West Harrison, 10604
NY, US
Toby Heller
Roslyn Heights, 11577
NY, US
Agent
Milde & Hoffberg
IPC
H04M 5/00
H04M 3/00
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