Adjustment of call selection to achieve target values for interval-based performance metrics in a call center
US6366666B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 16, 1998 |
| Grant date | Apr 2, 2002 |
| Priority date | — |
| Expiry date | Dec 16, 2018 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/523
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A call selection process in a call center is controlled so as to ensure the achievement of target values for one or more interval-based performance metrics. In an illustrative embodiment, a memory in the call center is used to store information regarding contractual target values of one or more interval-based performance metrics such as, for example, an average speed of answering metric, or a percent in service level metric. The call selection process is then adjusted within a given performance interval based at least in part on a comparison of a value of the metric actually achieved during the interval to the corresponding stored target value. For example, a service objective of the call selection process may be adjusted at one or more designated points in the interval if the value of the metric actually achieved to a given one of the points will not allow achievement of the target value within the interval.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.