Using web page hit statistics to anticipate call center traffic
US6188673A · kind A · utility
Assignee
Inventors
Key dates
| Filing date | Sep 2, 1997 |
| Grant date | Feb 13, 2001 |
| Priority date | — |
| Expiry date | Sep 2, 2017 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5175
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
In a call center (106) associated with a World-Wide Web site whose pages (121, 122) provide a call-request capability (115), the call center receives notifications of page hits and call requests from the Web server (103) and uses these notifications to determine a historical page hits-to-call requests ratio. It then uses the ratio along with current page-hit notifications to predict a volume of calls that will soon need to be handled by the call center and staffing the call center in anticipation of the predicted call volume. The notifications are further used in conjunction with knowledge of information about the content of the Web pages to predict what agent skills will be needed to handle the calls, and to staff agent splits accordingly.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.