The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Mar. 28, 2017
Filed:
Oct. 05, 2015
Genesys Telecommunications Laboratories, Inc., Daly City, CA (US);
Vidas Placiakis, Walnut Creek, CA (US);
Herbert Ristock, Walnut Creek, CA (US);
Nikolay Korolev, Concord, CA (US);
Merijn te Booij, Daly City, CA (US);
Vitaliy Teryoshin, Danville, CA (US);
Genesys Telecommunications Laboratories, Inc., Daly City, CA (US);
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.