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.

Title
Agent training sensitive call routing system
Application Number
14/67140
Publication Number
8971519 (B1)
Application Date
October 30, 2013
Publication Date
March 3, 2015
Inventor
Steven Hoffberg
West Harrison
NY, US
Agent
Ostrolenk Faber
Steven M Hoffberg
IPC
H04M 3/523
H04M 5/00
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