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Method and System for Automatically Directing a Call to an Appropriate Team based on the Skill Level of a Caller

IP.com Disclosure Number: IPCOM000241388D
Publication Date: 2015-Apr-22
Document File: 3 page(s) / 66K

Publishing Venue

The IP.com Prior Art Database

Abstract

A method and system is disclosed for automatically directing a call to an appropriate team based on the skill level of a caller.

This text was extracted from a PDF file.
This is the abbreviated version, containing approximately 52% of the total text.

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Method and System for Automatically Directing a Call to an Appropriate Team based on the Skill Level of a Caller

When users report problems to a help desk representative , the users are typically required to navigate each level of support sequentially until the level of support necessary to resolve the problem is reached. For an experienced user, the navigation procedure can be waste of time. In fact, the navigation procedure can be waste of time for the help desk representative also which can elevate the level of frustration in the user.

Disclosed is a method and system for automatically directing a call to an appropriate team based on the skill level of a caller. The method and system routes the call to the appropriate help desk level based on manual inputs of the caller in conjunction with Question and Answer (Q&A) assertion. When the caller contacts the help desk , a help desk representative queries the caller. The queries are associated with the skill level of the caller in the topic for which the call is made. The skill level of the caller can be determined by directly asking the caller, by asking the caller a series of questions designed to determine the skill level in a topic, or combination of both. Once the skill level of the caller is determined, the caller is routed to the appropriate help desk support level (e.g., level 1, level 2).

The figure illustrates a flow diagram of the method and system for automatically directing a call to an appropriate team based on the skill level of a caller .

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Figure

The method and system routes a call to the appropriate support level of help desk based on the topic of a problem and the asserted skill level of the caller . Consider a scenario, where a user encounters the problem and contacts the help desk . The user indicates the topic of the problem for which the user is reporting . For example, the user can respond to a Voice Response Unit (VRU) prompt. A help desk representative or the VRU asks the user to provide the skill level associated with the reported topic . Based on the reported skill level, the help desk representative either handles the call or routes the call to another support team. Thus, the help desk representative, generally,

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routes the call immediately to the appropriate support level within the help desk organization, if the reported skill of the user warrants. Alternatively, the system can also perform routing the call to the appropriate support level without human intervention. The problem of the user is resolved by the appropriate support level of the help desk.

Further, the method and system also routes the caller to the appropriate level of the help desk support based on the topic of the problem and a surveyed skill level of the...