Customer service request allocations based upon real-time data and forecast data
US6850613B2 · kind B2 · utility
51Cited by
9References
18Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Jun 17, 2003 |
| Grant date | Feb 1, 2005 |
| Priority date | — |
| Expiry date | Jun 17, 2023 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5238
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method and apparatus for performing customer service request allocations based upon real-time data and forecast data, calculates estimated handling resources for each of the transaction processing systems based upon actual handling resources and scheduled handling resources. Customer service transaction workloads are forecasted for the handling resources for each of the transaction processing systems. Then, customer service request allocations are determined using estimated handling resources and the forecasted customer service transaction workload.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.