System and method for optimizing call routing to an agent

Details System and method for optimizing call routing to an agent System and method for optimizing call routing to an agent

2007-06-26

2007-06-26

Bui, Bing Q. (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S266070, C379S266080

Reexamination Certificate

active

10442000

ABSTRACT:
A method for optimizing a workload of an agent of the transaction processing system is disclosed, where the agent handles inbound and outbound calls and the calls are based on voice-dialog communication and/or text-dialog communication. The method includes obtaining historical data from a database based on a category of a current call handled by the agent, where the historical data provides an indication of an expected duration of the call. The method also includes determining a predicted end time of the current call. If an inbound call is pending, the inbound call is routed to the agent after the current call terminates. If an inbound call is not pending, then an outbound call number is obtained from a list of outbound call numbers to be placed, the outbound call is placed a determined amount of time prior to the predicted end time of the current call, and the outbound call is routed to the agent.

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