Patent · US Expired

Method of optimizing call center resources based upon statistics

US6870926B2 · kind B2 · utility

7Cited by

4References

29Claims

0Family size

Assignee

Rockwell Electronic Commerce Technologies, LLC · US

Inventors

Craig Shambaugh · Wheaton, US
Joe Bloom · Libertyville, US
Anthony Dezonno · Bloomingdale, US
David Funck · Wheaton, US
Jeff Hodson · Preston, GB
Eric James · Elgin, US
Michael Peters · Downers Grove, US
Mark Power · Carol Stream, US
Dave Mosquera · West Chicago, US
Nayel Saleh · Round Lake, US

Key dates

Filing date	Nov 6, 2001
Grant date	Mar 22, 2005
Priority date	—
Expiry date	Apr 15, 2023

Classification

Technology area (CPC H)Electricity
CPC primaryH04M3/5233
WIPO fieldTelecommunications
WIPO sectorElectrical engineering

Abstract

A method and apparatus are provided for allocating resources within a call center based upon a predetermined business rule of an enterprise controlling the call center. The method includes the steps of analyzing records from a plurality of call transactions based upon the predetermined business rule, recognizing a correlation among the call transaction records based upon the predetermined business rule and adjusting a resource of the call transactions based upon the recognized correlation and predetermined business rule.

Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.