公开(公告)号：WO02103464A3

公开(公告)日：2003-02-27

申请号：PCT/US0215716

申请日：2002-05-15

Applicant: GENESYS TELECOMM LAB INC

Inventor： KILPATRICK JOEL FREDERICK

IPC: H04M3/523 ,  H04M5/00

CPC classification number: H04M3/5233

Abstract: The invention selects agents (118) in a service center to service individual tasks based on agent skills required to service the tasks. All agent skills relevant to processing a task are ascertained out of a set of N defined skills. A skill expression is established (102) that defines a logical relationship between the relevant skills sufficient to qualify an agent to service the task (110). A weight is calculated for each relevant skill that represents the relative importance of the skill in the skill expression. A set of agents qualified to service the task is derived according to the skill expression. A score is calculated (112) for each qualified agent using the calculated weights, wherein each score represents the closeness of the associated agent's qualifications to the skill expression. Finally, an agent is selected to service the task according to the calculated scores (118).

Abstract translation: 本发明在服务中心中选择代理（118），以基于服务任务所需的代理技能来服务于各个任务。 与处理任务相关的所有代理技能都是从一组N个定义的技能中确定出来的。 建立技能表达式（102），其定义足以使代理人服务于任务的相关技能之间的逻辑关系（110）。 对于表示技能表达式中的技能的相对重要性的每个相关技能计算权重。 根据技能表达式导出一组有资格服务任务的代理。 使用计算的权重对每个合格代理人计算得分（112），其中每个分数表示相关代理人的资格与技能表达式的接近程度。 最后，根据计算出的分数选择代理服务任务（118）。

公开(公告)号：AU2002303791A1

公开(公告)日：2003-01-02

申请号：AU2002303791

申请日：2002-05-15

Applicant: GENESYS TELECOMM LAB INC

Inventor： KILPATRICK JOEL FREDERICK

IPC: H04M3/523 ,  H04M5/00

Abstract: The invention selects agents in a service center to service individual tasks based on agent skills required to service the tasks. All agent skills relevant to processing a task are ascertained out of a set of N defined skills. A skill expression is established that defines a logical relationship between the relevant skills sufficient to qualify an agent to service the task. A weight is calculated for each relevant skill that represents the relative importance of the skill in the skill expression. A set of agents qualified to service the task is derived according to the skill expression. A score is calculated for each qualified agent using the calculated weights, wherein each score represents the closeness of the associated agent's qualifications to the skill expression. Finally, an agent is selected to service the task according to the calculated scores.