08971519 is referenced by 10 patents and cites 758 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.

Agent training sensitive call routing system
Application Number
Publication Number
8971519 (B1)
Application Date
October 30, 2013
Publication Date
March 3, 2015
Steven Hoffberg
West Harrison
Ostrolenk Faber
Steven M Hoffberg
H04M 3/523
H04M 5/00
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