Method and apparatus for determining a real time average speed of answer in an automatic call distribution system
US7457403B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Aug 8, 2002 |
| Grant date | Nov 25, 2008 |
| Priority date | — |
| Expiry date | Sep 25, 2025 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/36
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method is provided for automatically updating a “Real Time” Average Speed of Answer, RASA, for a number of calls received by an automatic call distributor, ACD, during a set interval. This “real time” average speed of answer may be determined across a sliding time window via moving averages and exponential smoothing. The method includes the steps of computing a current average Speed of Answer, SA, for the number of calls received by the ACD during the set time interval, by dividing total waiting time to answer for these calls by the number of calls and scaling the current SA by a weight factor W. The real time average speed of answer, RASA, is updated by scaling a previous RASA by the unity complement of W, i.e. (1−W), and augmenting it by the scaled current SA.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.