System and method for predictive outdialing
US5553133A · kind A · utility
55Cited by
9References
35Claims
0Family size
Assignee
Inventor
Key dates
| Filing date | Jun 30, 1994 |
| Grant date | Sep 3, 1996 |
| Priority date | — |
| Expiry date | Jun 30, 2014 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/51
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
System and method for outdialing telephone calls on a basis which takes into account the availability of agents who are assigned to process telephone calls placed. In accordance with the invention, telephone calls are placed ahead of the availability of agents so that the overall productivity of the agents is increased. The number of telephone calls that should be placed is determined in light of the actual measurements of system performance and in light of performance objectives. The determinations are dynamically refined based on measurements of actual agent and telephone call activity provided by the telephone system.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.