Optimal dynamic agent state assignment

Details Optimal dynamic agent state assignment Optimal dynamic agent state assignment

2003-09-12

2008-09-09

Gauthier, Gerald (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265110, C379S309000

Reexamination Certificate

active

07424108

ABSTRACT:
The present invention is directed toward determining an optimal mix of agents, subject to a grade of service (GOS) constraint, for handling outbound and inbound calls in a blended call center environment. Optimality is achieved through the ability to capture real time data via a real time interface (RTI) for each skill-set.

REFERENCES:
patent: 5425093 (1995-06-01), Trefzger
patent: 5519773 (1996-05-01), Dumas et al.
patent: 6278777 (2001-08-01), Morley et al.
patent: 6282283 (2001-08-01), Wineberg et al.
patent: 6449358 (2002-09-01), Anisimov et al.

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