Rockwell International Corporation

Other

Rockwell Electronic Commerce Corp.

Kurt E Sunderman

John P Lenihan

Mark J Michelson

Joseph C Steinlicht

Michael C Hollatz

Walter Rafacz

Roger A Sumner

Daniel F Baker

Robert Doyle

Dan M Righi

Richard A Dallmann

Robert J Doyle

A method and apparatus are provided for assigning a plurality of agents to incoming calls by an automatic call distributor. The method includes the steps of defining a plurality of agent groups for processing calls received by the automatic call distributor and assigning at least some agents of the plurality of agents to an agent group of the plurality of agent groups based upon a skill level of the at least some agents and a set of required qualifications for the agent group. The method further includes the steps of delivering calls to the at least some agents of the agent group based upon the required qualifications for the agent group and upon agent idle time, monitoring a call loading of the agent group and adjusting a number of the at least some agents of the group based upon the monitored call loading.

Skill-based call routing

An automatic call distributor,and method for selectively connecting incoming telephone calls from telephonic units,to a plurality of available agents located at agent telephonic units,is provided. The automatic call distributor,includes a central processing unit,which controls a multiport switch,to interconnect the incoming telephone calls and the agent telephonic units,. Each agent is assigned one or more agent-skill indicators indicative of the agent's skills. A proficiency rating indicative of the skill level of the agent is also assigned for each agent-skill indicator. Skill groups,and,are formed from available agents having a common agent-skill indicator. Within the skill groups, the agents are arranged by decreasing proficiency rating. Agents with identical proficiency ratings are further arranged by the amount of time each agent has been available to accept an incoming telephone call. When received, an incoming telephone call is matched with a common agent-skill indicator deemed useful in satisfying a need of the caller and a minimum proficiency rating and the telephone call is routed to the skill group associated with the matched agent-skill indicator. The telephone call is offered to the agent within the skill group having the highest proficiency rating and, amongst the agents having an identical proficiency rating, having been available for the longest time.

Automatic call distributor and method for routing incoming telephone calls based on proficiency ratings of agents

A method and automatic call distribution system,for routing incoming telephone calls,from external telephonic units,to selected ones of a plurality of agents A,-A,wherein the agents A,-A,are grouped into skill groups,are provided. Each of the skill groups,is comprised of agents having a common agent-skill indicator. An agent-skill indicator being representative of a skill of the agent. Further, the agents in a skill group are arranged by length of time the agent has been available. An incoming telephone call,is initially assigned a call-skill indicator representative of a skill deemed useful in satisfying a need of the external caller. The call-skill indicator is then matched to a common agent-skill indicator of one of the skill groups. The telephone call is routed to the available agent in the matched skill group having been available the longest time. If no agents are available, the external caller is placed in queue until an available agent enters the matched skill group. Unavailable agents are stored in an unavailable group,and are inserted into corresponding skill groups,when they become available.

Method and system for routing incoming telephone calls to available agents based on agent skills

A schedule adherence system for a plurality of agents having a device (30) for defining a daily work schedule for the agents, a device (30) for determining the actual activity of the agents and comparing the activity of the agents with the work schedule, a device (30) for defining threshold limits for the variance between the actual activity of the agents and the work schedule, and a device (30) for indicating when the variance between the actual activity and the work schedule is an amount greater than the threshold limits.

System for comparing an agent activity with a work schedule

A diagnostic device (12) for a telephone system (14) having a computer (10) having a memory, a compiler in the memory, and a plurality of high level statements (16) for controlling the flow of telephone calls in the system (14), and a device (10) responsive to a set of statements (16) defined for the program for determining diagnostic information associated with the steps of the program.

Diagnostic device for a telephone system

A data display system 200 and method for displaying real-time data in a data display relating to operation of an automatic call distributor 100 is provided. A data presentation interface 202 defines the format of how the data is to be displayed, modifies the data display in response to instructions from a user 212 and presents the data display to the user 212. A data server interface 204 acquires the real-time data from the automatic call distributor 100, updates the data when individual data elements are changed and sends updated data, or specific data elements, to the data presentation interface 202 for display to the user 212. Communications between the data presentation interface 202 and the data server interface 204 are performed via a data link interface 206. The data link interface 206 may support direct communications or real-time data query language communications.

Data display system and method for displaying real-time data relating to

An automatic call distribution system (100) and method provides an operator the capability of selectively adding additional data elements for which the system (100) logs operating data. The system (100) includes an automatic call distributor (102) having a multiport switch (114) for routing incoming telephone calls to a plurality of agent telephonic units (107) and a central processing unit (116) for controlling operation of the multiport switch (114) and for acquiring data representative of specified points during the routing of calls in the system (100). An operator adds additional data elements for which the central processing unit (116) collects data via a computer terminal (120). The computer terminal (120) includes a terminal display unit (122) for displaying the data and a terminal input device (124) for sending instructions to the central processing unit (116) to add data elements. A data computer (108) connected to the central processing unit (116) stores and displays the acquired data. A printer (112) provides a printed record of the data.

Automatic call distribution system with user definable logging and

A system (200) and method for simulating operation of an autonomic call distributor (100) is provided. The system (200) provides an indication of hardware resources, such as digit collector cards (120) and digital audio source cards (118), required for any given call volume and configuration of the automatic call distributor (100). The system (200) obtains system configuration data relating to the configuration of the automatic call distributor (100) from a user and/or by downloading the data from the automatic call distributor (100). Call traffic data relating to a desired call volume is similarly provided to the system (200). The system (200) simulates operation of the automatic call distributor (100) based on the system configuration and call traffic data and determines hardware resources required in the automatic call distributor (100) for the desired call volume based on the simulated operation of the automatic call distributor (100).

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Geneva, IL, United States of America

Kurt E Sunderman