Is a
Patent attributes
Patent Applicant
Current Assignee
Patent Jurisdiction
Patent Number
Patent Inventor Names
Merijn te Booij0
Nikolay Korolev0
Vidas Placiakis0
Vitaliy Teryoshin0
Herbert Ristock0
Date of Patent
March 28, 2017
Patent Application Number
14875365
Date Filed
October 5, 2015
Patent Citations Received
Patent Primary Examiner
Patent abstract
A system and method for setting agent cross skill enablement levels in a contact center. In one embodiment, a series of simulations is performed to determine optimum cross skill enablement levels for various circumstances, e.g., the number of agents, the proficiency of each agent at each of a number of skills, and the rates of incoming interaction requests requiring each of various skills. A lookup table is created which is subsequently used, during configuration of the contact center prior to operation, or in real time during operation, to adjust agent cross skill enablement levels.
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