Telephonic communications – With usage measurement – Call charge metering or monitoring
Patent
1997-06-13
1999-07-20
Loomis, Paul
Telephonic communications
With usage measurement
Call charge metering or monitoring
379265, 379266, 379309, H04M 300, H04M 500
Patent
active
059265280
ABSTRACT:
Call pacing method in which agent availability and call answers are based on probability statistics and the allowable maximum abandon rate. A weight is assigned each agent engaged in a call or in after-call work. This weight is a function of how long an agent has been engaged in a call or in after-call work, the duration of a time window for which a prediction that the agent will be free is made, and the maximum allowable abandon call rate. The sum of the weights is the predicted number of engaged agents that will become free. The time window is independent of the interval between the dial of a call and when the call is expected to be answered and is automatically adjusted by the system; lengthened when the abandon call ratio falls below the acceptable ratio and shortened when the ratio rises above the acceptable ratio.
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Barnie Rexford N.
EIS International
Loomis Paul
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