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1 results about "Automatic call distribution" patented technology
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Automatic call distributor. An automated call distribution system, commonly known as automatic call distributor (ACD), is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organization.
System and method for re-skilling agents skills in an automatic call distributor (ACD) application due to a request of change to a scheduled-shift of an agent
A computerized-method for managing skills in an ACD-application due to a request of change to a scheduled-shift of an agent. The computerized-method includes: (i) receiving the request; (ii) retrieving all skills associated to the agent; (iii) for each skill, retrieving mapped ACD-skills and a corresponding SLA-threshold; for each ACD-skill: a. predicting an impact-level on the corresponding SLA-threshold; b. when the predicted impact-level of the ACD-skill is positive, selecting a different-agent that is assigned to the time-interval and activating the ACD-skill of the different-agent, and deactivating all other ACD-skills of the different-agent, to mitigate the ACD-skill corresponding SLA-threshold, and setting the predicted impact-level of the ACD-skill as negative, (iv) when the predicted impact-level of each ACD-skill is negative, granting the request and changing the scheduled-shift based on the request; and (v) configuring the ACD-application to route inbound-interactions to the different-agent based on the activated ACD-skill of each different-agent during the time-interval.
Owner:NICE LTD