Data store for assessing accuracy of call center agent service time estimates
US8731182B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Aug 20, 2009 |
| Grant date | May 20, 2014 |
| Priority date | — |
| Expiry date | Nov 14, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/51
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A data store (e.g., a relational database, an object-oriented database, an unstructured file system, an in-memory data structure, etc.) and associated methods are disclosed for predicting the accuracy of agent responses in a call center. In accordance with the illustrative embodiment, agents in a call center are prompted at different times during their workday for estimates of how much longer they will be servicing their current call, and the estimates are stored in the data store along with the actual times required for completion of the call. Statistics for each agent's prediction accuracy are computed and stored in the data store along with the raw data, and can then be used to assess the accuracy of subsequent agent responses to queries.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.