Patent Number: 7,088,814

Title: Method and system for automatic call distribution based on network resource availability and agent skills

Abstract: A method for handling calls of an automatic call distributor system includes receiving, from a user, a request for connection with one of a plurality of agents, having one of a plurality of skills. In a particular embodiment, a preferred agent of the plurality of agents is selected by a statistical analysis using variables including a network resource available along a communication path between the user and the preferred agent, and an impact of connecting the user with the preferred agent upon the availability of a generally unique skill of the plurality of skills, to a future user. The user is connected with the preferred agent, the preferred agent having the one of the plurality of skills.

Inventors: Shaffer; Shmuel (Palo Alto, CA), Patel; Labhesh (Mountain View, CA), Sarkar; Shantanu (San Jose, CA)

Assignee: Cisco Technology, Inc.

International Classification: H04M 3/00 (20060101)

Expiration Date: 8/08/02018