| 20090180607 | SKILLS-BASED COMMUNICATION ROUTING - A skills-based method for routing an incoming communication includes determining a task associated with the incoming communication. The method also includes routing the incoming communication, based on the task, to be serviced by a pool of selected agents. The pool of selected agents includes agents from a first virtual group. The method further includes adding agents from a second virtual group to the pool of selected agents when the incoming communication has not been serviced before a waiting time exceeds a predetermined time. | 07-16-2009 |
