Dynamic force management system

Details Dynamic force management system Dynamic force management system

2008-01-22

2008-01-22

Al-Aubaidi, Rasha S. (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265020, C379S265120

Reexamination Certificate

active

10740873

ABSTRACT:
Systems and methods for dynamic allocation of agents for a network, which in one embodiment among many, can be broadly summarized by a representative method of receiving network data for a given time interval, where the network data is related to calls between users of the network and agents having agent-profiles that worked during the first time interval; determining a desired number of agents to work during another time interval based at least in part on the profiles of the agents that worked in the network during the given time interval; and assigning a group of agents to work during the other time interval, where the number of agents in the group is equal to the desired number.

REFERENCES:
patent: 5185780 (1993-02-01), Leggett
patent: 5963635 (1999-10-01), Szlam et al.
patent: 6044355 (2000-03-01), Crockett et al.
patent: 6775378 (2004-08-01), Villena et al.

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