Method and system for scheduling a customer service callback

US7761323B2 · kind B2 · utility

Assignee

• ASPECT SOFTWARE, INC. · US

Inventors

• John Rafter · Nashville, US
• Donald C. Lewis · Bell Buckle, US
• Jerry David Rawle · Hendersonville, US
• Mark Irwin
• Suzanne O. Artemieff · Concord, US

Key dates

• Filing date: Oct 8, 2003
• Grant date: Jul 20, 2010
• Expiry date: May 8, 2027

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q30/0202
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

A method and system for scheduling a callback time for customer service. The system calculates estimated handling resources for a customer interaction system (14) and forecasts a customer service transaction workload for the estimated handling resources of the customer interaction system (14). The system then determines the scheduled callback time based upon the estimated handling resources and the forecasted customer service transaction workload.