Estimating number of agents for multiple chat channels
US8064589B2 · kind B2 · utility
1Cited by
7References
30Claims
0Family size
Assignee
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Key dates
| Filing date | Jun 20, 2008 |
| Grant date | Nov 22, 2011 |
| Priority date | — |
| Expiry date | Sep 22, 2030 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2201/12
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Method and system of estimating a number of agents to service contacts arriving on multiple chat channels in an automatic contact distribution system. In some embodiments, estimated average times that agents and contacts spend, respectively, composing a single chat message and an estimated average time of a chat session are used to derive an inflated handle time for any selected number of chat channels, an effective number of agents is computed for the inflated handle time, and that effective number of agents is divided by the selected number of channels.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.