Method and system for enabling automated and real-time discovery of skills available to agents and systems in a multimedia communications network

Patent metadata

Field	Value
Publication number	US-RE45959-E
Application number	US-201414575119-A
Country	US
Kind code	E1
Filing date	Dec 18, 2014
Priority date	Feb 19, 1999
Publication date	Mar 29, 2016
Grant date	Mar 29, 2016

Abstract

A system for routing an interaction request based on skill presence reporting has a routing application for determining best routing for the interaction request, a data store for storing and reporting skills data, and an object-oriented interface for presenting skills views including state information of those skills. The system is characterized in that it determines any skills requirements of the interaction request to be routed and discovers which skills of considered routing destinations are available at the time of routing, and routes the interaction according to the available skills discovered and matching the skills requirement, the available skills intrinsic to one or more than one routing destination selected to process the interaction.

First claim

What is claimed is:

1. A routing engine operating within a communication center, comprising:
a routing application stored on and executing from a memory medium of the routing engine;
a plurality of agents operating agent stations including a plurality of potential routing destinations at the agent stations coupled to the routing engine;
a data repository coupled to the routing engine, storing skills data previously determined for the plurality of agents and the potential routing destinations;
wherein the skills include at least types of media knowledge of agents and media capability at the potential routing destinations and the routing application, coupled to one or more of the potential routing destinations, upon receiving a transaction to route, determines one or more skills of agents and potential routing destinations required to interact with the transaction; and in the time between receiving the transaction to route and the time of routing the transaction, determines, through the coupling to the potential routing destinations and without recourse to the skills data stored in the data repository, whether one or more agents having the required skills are at that time available at the one or more of the potential routing destinations also having the required skills, and then routes the transaction to one or more of the potential routing destinations where the agent and the potential routing destination has the required skills available to interact with the transaction at the time of routing.

2. The routing engine of claim 1 wherein the media knowledge and media capability include at least Telephony, E-mail, Chat, and Collaborative applications.

3. The routing engine of claim 1 wherein the potential routing destinations include agent communication devices.

4. A transaction routing method, operating within a communication center, comprising the steps of:
(a) receiving a transaction to route;
(b) determining skills required of agents to interact with the transaction and skills capability at potential destinations, the agents operating agent stations including a plurality of the potential routing destinations, the skills including at least media knowledge of agents and media capability at the potential routing destinations;
(c) communicating with individual ones of the potential routing destinations, after receiving the transaction to route and before routing the transaction, discovering the skills available of agents at the individual ones of potential destinations and what skills are available at the potential routing destinations in that time interval; and
(d) routing the transaction to an agent at one or more of the potential routing destinations having the available skills required to interact with the transaction for both the agent and the potential routing destination.

5. The transaction routing method of claim 4 , wherein the media knowledge and media capability include at least Telephony, E-mail, Chat, and Collaborative applications.

6. The transaction routing method of claim 4 , wherein the potential routing destinations include agent communication devices.

Assignees

• Genesys Telcomm Lab Inc
• Genesys Telecomm Lab Inc

Inventors

• Mccord Alan Wayne
• Leonard Colin Michael

Classifications

• H04L41/08

  Configuration management of networks or network elements (address allocation H04L61/50) · CPC title

• H04M2201/42

  Graphical user interfaces · CPC title

• H04M3/5233 Primary

  Operator skill based call distribution · CPC title

• H04M3/5175

  Call or contact centers supervision arrangements · CPC title

• H04M2203/551

  Call history · CPC title