Rockwell International Corporation

Michael C Hollatz

Kurt E Sunderman

Joseph C Steinlicht

Daniel F Baker

Mark J Michelson

Dale Paney

Kenneth J Gulik

Dan M Righi

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 device for upgrading a reporting system (12) associated with an automatic call distributor (10) in a telephone system having a first utility program for saving a plurality of custom reports to a temporary directory, an upgrade of the reporting system (12), and a second utility program which imports the custom reports from the temporary directory into the upgrade of the reporting system (12).

Device for upgrading a reporting system

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Villa Park, IL, United States of America

Michael C Hollatz