Contact center autopilot architecture

Details Contact center autopilot architecture Contact center autopilot architecture

2005-02-08

2005-02-08

Hong, Harry S. (Department: 2642)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265050, C379S265130, C705S002000

Reexamination Certificate

active

06853721

ABSTRACT:
An apparatus is provided for reallocating agent responsibility for servicing a plurality of call types received by an automatic call distributor. The apparatus includes an autopilot adapted to form a plurality of proposed alternative fractional call assignments among the plurality of call types for an agent of the automatic call distributor, a performance predictor adapted to calculate a service parameter for each of the plurality of call types for each of the formed alternate agent call assignments and a comparator adapted to automatically select an agent assignment of the plurality of formed alternative agent assignments based upon the calculated service parameter.

REFERENCES:
patent: 5164983 (1992-11-01), Brown et al.
patent: 5828747 (1998-10-01), Fisher et al.
patent: 5903641 (1999-05-01), Tonisson
patent: 6044355 (2000-03-01), Crockett et al.
patent: 20030095652 (2003-05-01), Mengshoel et al.

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