Contact center autopilot algorithms

Details Contact center autopilot algorithms Contact center autopilot algorithms

2005-02-15

2005-02-15

Hong, Harry S. (Department: 2642)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265050, C379S265130, C705S002000

Reexamination Certificate

active

06856680

ABSTRACT:
A method and apparatus are provided for dynamically reassigning agents among call types in a call distribution system having a plurality of agents assigned to a plurality of call types. The method includes the steps of detecting a deficiency in agent responsibility assigned to a call type of the plurality of call types based upon a measured service parameter and corresponding target service parameter and determining an agent allocation among the plurality of call types best suited to correct the deficiency.

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patent: 5289368 (1994-02-01), Jordan et al.
patent: 5903641 (1999-05-01), Tonisson
patent: 6044355 (2000-03-01), Crockett et al.
patent: 20030081757 (2003-05-01), Mengshoel et al.
patent: 1 056 264 (2000-11-01), None

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