Other

Siemens Business Communication Systems, Inc.

Stephen Phillip Berkson

Paul Douglas Fryer

Nancy Sinling Brooks

Charles R Herel

Laura M Brooks

Gary Stanley Kaufman

The invention is a system and method that provides positive incentives to a call center agent by allowing the call center agent to play a game each time an established performance parameter standard is met. In accordance with the invention, a data collection system monitors a performance parameter of a telephone call handled by a call center agent. A game participation system compares an evaluation of the monitored performance parameter to an established performance parameter standard and allows the call center agent to participate in a game only if the evaluation meets the established performance parameter standard. Allowing the call center agent to immediately play a game after completing a call, in which a performance parameter standard has been met, motivates the agent to continue to meet the performance parameter standard so that a game can be played again. In the preferred embodiment, a performance evaluation is conducted after each completed call and an interactive game is automatically delivered to an ACD agent computing device when a performance parameter standard is met.

Call center incentive system and method

A call-management method and system for distributing calls to individuals, such as ACD agents, include storing a resume for each individual. In the preferred embodiment, each resume includes first data indicative of call-handling capabilities of the individual and includes second data indicative of preferences of the call-management system for particular individuals to process particular types of calls. When an inbound call is received or an outbound call is generated, the call is tagged with identification of abilities advantageous to processing the calls. Thus, the desired skills for a call may be correlated with either or both of the call-handling capabilities of the individuals and the call-management preferences. Again referring to the preferred embodiment, 'tagging' each call is a step of associating a skill expression with each call and includes identifying two or more desired abilities for processing the call. Each call may be tagged with a number of related or unrelated skill expressions, each with a timeout value, thereby permitting routing criteria to be changed depending upon the time that the call has been in queue. The abilities may be designated as mandatory skills and optional skills, with the optional skills being disregarded or reduced in emphasis after the call has remained in a queue beyond a preselected time period. The resumes are stored in an adjunct server that facilitates generating quality of service reports.

Call management method and system for skill-based routing

Growing community of inventors

Los Gatos, CA, United States of America

Stephen Phillip Berkson