Schedule based transaction routing
US6771764B1 · kind B1 · utility
15Cited by
9References
36Claims
0Family size
Assignee
Inventor
Key dates
| Filing date | Jan 26, 2000 |
| Grant date | Aug 3, 2004 |
| Priority date | — |
| Expiry date | Jan 26, 2020 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/4536
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method and apparatus are provided for reducing deviations between worked hours of an agent and a schedule of hours for the agent. The method includes the steps of determining a metric comparing a work status of the agent during a time period with a scheduled status of the schedule of hours and comparing the metric with an agent call assignment threshold and when the agent call assignment threshold exceeds the determined metric, preferentially assigning calls to other agents.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.