Telephonic communications – Centralized switching system – Call distribution to operator
Patent
1997-11-04
1999-11-23
Wolinsky, Scott
Telephonic communications
Centralized switching system
Call distribution to operator
379266, 379219, H04M 300, H04M 700
Patent
active
059913932
ABSTRACT:
An automated dialer for a call center maximizes agent efficiency in two different ways. In a first method overdial probability is expressed as a probability function of number of agents and total traffic volume; the probability function is set equal to a maximum allowable overdial probability; and the resulting equation is solved for maximum total traffic volume producing the maximum overdial probability. The maximum total traffic volume is then used to determine a new dialing rate by dividing the difference between the calculated maximum traffic volume and known inbound traffic volume by the product of average call length and hit rate, where hit rate is the percentage of connected calls to total dialed outbound calls. In a second method a maximum total traffic volume is calculated from total number of agents times a desired agent utilization factor, and the total traffic volume is used as in the first method to calculate and set a new dialing rate for outbound calls.
REFERENCES:
patent: 4829563 (1989-05-01), Crockett et al.
patent: 4881261 (1989-11-01), Oliphant et al.
patent: 5179589 (1993-01-01), Syu
patent: 5214688 (1993-05-01), Szlam et al.
patent: 5343518 (1994-08-01), Kneipp
patent: 5452350 (1995-09-01), Reynolds et al.
patent: 5467391 (1995-11-01), Donaghue, Jr. et al.
patent: 5519773 (1996-05-01), Dumas et al.
patent: 5553133 (1996-09-01), Perkins
patent: 5621790 (1997-04-01), Grossman et al.
patent: 5640445 (1997-06-01), David
Boys Donald R.
Genesys Telecommunicaitons, Laboratories, Inc.
Tiell Benny Q.
Wolinsky Scott
LandOfFree
Method for telephony call blending does not yet have a rating. At this time, there are no reviews or comments for this patent.
If you have personal experience with Method for telephony call blending, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Method for telephony call blending will most certainly appreciate the feedback.
Profile ID: LFUS-PAI-O-1231121