Method, apparatus, and computer-readable medium for managing concurrent communications in a networked call center
US11736615B2 · kind B2 · utility
0Cited by
172References
21Claims
0Family size
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Key dates
| Filing date | May 7, 2021 |
| Grant date | Aug 22, 2023 |
| Priority date | — |
| Expiry date | May 7, 2041 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/402
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
A method and apparatus for scheduling agents in a call center to meet predefined service levels, wherein communications are associated with queues representing categories of communications, the queues including at least one concurrent queue of concurrent communications, wherein multiple concurrent communications can be handled concurrently by a single agent. The method includes executing a simulation to determine an effectiveness of plural agents. The simulation includes computing a skill group weighting (SGW) for each agent for at least one concurrent queue and at least one interval based on:
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.