Abstract: Customer support involves multiple levels of support, where customer support personnel at higher levels have more experience and a higher cost associated with their services. A random assignment of support personnel to a problem, at lower levels, can lead to multiple call transfers, a customer being put “on hold”, ineffective resource utilization, and high service costs being billed to customers. Functionality can be implemented to assign a support person to resolve the customer's problem based on a multi-dimensional dynamic social network database of resources (e.g., personnel experience, success rate, skill set, social network, etc.) which allows for efficient assignment of support personnel to a problem. Routing a customer call to the most appropriate support person at a given level before determining support personnel at higher levels can ensure optimization in terms of return on investment and resource utilization. Optimally selecting and assigning support personnel can also ensure customer satisfaction.

Abstract: Customer support involves multiple levels of support, where customer support personnel at higher levels have more experience and a higher cost associated with their services. A random assignment of support personnel to a problem, at lower levels, can lead to multiple call transfers, a customer being put “on hold”, ineffective resource utilization, and high service costs being billed to customers. Functionality can be implemented to assign a support person to resolve the customer's problem based on a multi-dimensional dynamic social network database of resources (e.g., personnel experience, success rate, skill set, social network, etc.) which allows for efficient assignment of support personnel to a problem. Routing a customer call to the most appropriate support person at a given level before determining support personnel at higher levels can ensure optimization in terms of return on investment and resource utilization. Optimally selecting and assigning support personnel can also ensure customer satisfaction.