Methods and apparatus for determining measures of agent-related occupancy in a call center
US6359982B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Jan 12, 1999 |
| Grant date | Mar 19, 2002 |
| Priority date | — |
| Expiry date | Jan 12, 2019 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5233
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A call center is configured to include a capability for generating measures of occupancy for one or more agents. At least one value characterizing an occupancy measure determination for a given agent is stored in a memory associated with the call center, and used in generating an occupancy measure for that agent. In an illustrative embodiment, a set of stored values for the given agent includes an initial occupancy value for the agent, expressed in terms of a percentage. The occupancy measure for the agent may then be set to the initial occupancy value upon a log-in by the agent, so as to avoid undue oscillation in the occupancy measure after log-in. The set of stored values for the given agent may also include, for example, a limit which specifies a maximum amount of time for a designated activity which is to be considered as occupied time in generating the occupancy measure, or a limit which specifies a maximum effect of a designated activity in generating the occupancy measure. The designated activity may be, for example, after call work or auxiliary work performed by the agent.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.