Electrical computers and digital processing systems: virtual mac – Task management or control – Process scheduling
Reexamination Certificate
2008-06-10
2008-06-10
An, Meng-Al T. (Department: 2195)
Electrical computers and digital processing systems: virtual mac
Task management or control
Process scheduling
C718S102000, C379S265010, C379S266080, C379S309000
Reexamination Certificate
active
07386850
ABSTRACT:
A resource task-completion forecaster (122) of an ACD (104) determines a probability that an agent (156) will complete servicing a presently-assigned call by a specified time horizon h. The forecaster determines (202) the type of call that the agent is servicing, determines (204) the amount of time t that the agent has already been servicing the call, retrieves (206) the mean and the variance of time historically spent by agents on servicing this type of call to completion, fits (208) the mean and the variance to a lifetime closed-form cumulative-probability distribution F, such as a Weibull distribution, to determine parameters of dispersion and central tendency, evaluates (210, 212) the distribution for t and h+t, computes (216) the probability of the agent not having completed servicing the call by now as Q=1−F(t), and computes (218) the probability that the agent will have completed servicing the call by the time horizon asP=F(t+h)-F(t)Q.A resource scheduler (124) sums (302) the probabilities P for all agents to obtain the number of agents that are expected to be available at the time horizon, and schedules (304) for the time horizon no more than that number of new calls for servicing by the agents.
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An Meng-Al T.
Avaya Technology Corp.
To Jennifer N.
Volejnicek David
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