Customer service request allocations based upon real-time...

Details Customer service request allocations based upon real-time... Customer service request allocations based upon real-time...

2005-02-01

2005-02-01

Tieu, Benny (Department: 2642)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S219000, C705S014270

Reexamination Certificate

active

06850613

ABSTRACT:
A method and apparatus for performing customer service request allocations based upon real-time data and forecast data, calculates estimated handling resources for each of the transaction processing systems based upon actual handling resources and scheduled handling resources. Customer service transaction workloads are forecasted for the handling resources for each of the transaction processing systems. Then, customer service request allocations are determined using estimated handling resources and the forecasted customer service transaction workload.

REFERENCES:
patent: 5185780 (1993-02-01), Leggett
patent: 5289368 (1994-02-01), Jordan et al.
patent: 5335268 (1994-08-01), Kelly, Jr. et al.
patent: 5546452 (1996-08-01), Andrews et al.
patent: 5590188 (1996-12-01), Crockett
patent: 5848143 (1998-12-01), Andrews et al.
patent: 5911134 (1999-06-01), Castonguay et al.
patent: 6044355 (2000-03-01), Crockett et al.
patent: 6115693 (2000-09-01), McDonough et al.

Affiliated with

Also associated with

Rating

Customer service request allocations based upon real-time... does not yet have a rating. At this time, there are no reviews or comments for this patent.

If you have personal experience with Customer service request allocations based upon real-time..., we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Customer service request allocations based upon real-time... will most certainly appreciate the feedback.

Rate now

Comments { 0 }

Profile ID: LFUS-PAI-O-3465394