Real-time transaction routing augmented with forecast data and agent schedules
US6744878B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 2, 2000 |
| Grant date | Jun 1, 2004 |
| Priority date | — |
| Expiry date | Mar 2, 2020 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5238
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method and apparatus are provided for performing real-time transaction routing augmented with forecast data and agent schedules. According to one aspect of the present invention, transactions are distributed among multiple transaction processing systems using both scheduled and actual handling resources. Actual handling resources associated with each of the transaction processing systems, such as automatic call distributors (ACDs), is measured at time t. Scheduled handling resources associated with each of the transaction processing systems for time t are also are identified. Then, estimated handling resources are calculated for each of the transaction processing systems for time t+n based upon the actual handling resources and the scheduled handling resources. Based upon the estimated handling resources, transaction allocations for each of the transaction processing systems is determined. Finally, responsive to a routing query from a network interface, a routing decision is communicated to the network interface based upon the transaction allocations. According to another aspect of the present invention, a virtual call center is provided. The virtual call center includes a wide a…
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.