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GlobalCall

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In response, selector 150 selects the best idle agent with skill x to handle the call, as follows. For all idle agents with skill x (i.e., for each agent in skill x queue selector 150 determines all of their skills, at step 202. Each agent's full complement of skills is retrieved from that agent's stored record which contains information describing the agent. Then, for each of the skills determined at step 202, selector 150 checks the corresponding skill queue in agent queues 130 to determine if. Generally the only condition that results in a call not being delivered to an available agent is that there are no calls matching any of the agent skills waiting to be handled. 1 is a block diagram of a call center that includes an illustrative embodiment of the invention; and. FIG. 2 is a flow diagram of an agent-selection procedure performed by an agent and call selector of the call center of FIG.

Agents who are available for handling calls are assigned to agent queues based upon the skills which they possess. An agent may have multiple skills, and hence may be assigned to multiple agent queues simultaneously.

Global call center report
Memory for storing control programs and data, and a processor (i.e., a computer) for executing the stored control programs to control the interfaces and the fabric and to provide automatic call-distribution functionality.
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