Method of optimizing call center resources based upon...

Details Method of optimizing call center resources based upon... Method of optimizing call center resources based upon...

2005-03-22

2005-03-22

Bui, Bing Q. (Department: 2642)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265020, C379S266100

Reexamination Certificate

active

06870926

ABSTRACT:
A method and apparatus are provided for allocating resources within a call center based upon a predetermined business rule of an enterprise controlling the call center. The method includes the steps of analyzing records from a plurality of call transactions based upon the predetermined business rule, recognizing a correlation among the call transaction records based upon the predetermined business rule and adjusting a resource of the call transactions based upon the recognized correlation and predetermined business rule.

REFERENCES:
patent: 5903641 (1999-05-01), Tonisson
patent: 6278777 (2001-08-01), Morley et al.
patent: 6661882 (2003-12-01), Muir et al.
patent: 6744879 (2004-06-01), Dezonno

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