Method and system for scheduling inbound inquiries

Details Method and system for scheduling inbound inquiries Method and system for scheduling inbound inquiries

2005-10-18

2005-10-18

Bui, Bing Q. (Department: 2642)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265020, C379S266010

Reexamination Certificate

active

06956941

ABSTRACT:
A method and system schedules inbound inquiries, such as inbound telephone calls, for response by agents in an order that is based in part on the forecasted outcome of the inbound inquiries. A scheduling module applies inquiry information to a model to forecast the outcome of an inbound inquiry. The forecasted outcome is used to set a priority value for ordering the inquiry. The priority value may be determined by solving a constrained optimization problem that seeks to maximize an objective function, such as maximizing an agent's productivity to produce sales or to minimize inbound call attrition. The inbound call may be placed on a virtual hold or be responded to on a real-time basis based on the inbound inquiry's priority value. A modeling module generates models that forecast inquiry outcomes based on a history and inquiry information. Statistical analysis such as regression analysis determines the model with the outcome related to the nature of the inquiry. Forecasted outcomes are based on the goal of the inbound calls and include factors such as probability an inbound caller will hang up, probability that an inbound caller will alter a business relationship based on hold time, probability that an inbound caller will make a purchase, and the relative probable reward of responding to an inbound call.

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