System and method for cost-based automatic call distribution with statistically predictable wait time
US9020128B1 · kind B1 · utility
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20Claims
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Key dates
| Filing date | Oct 10, 2013 |
| Grant date | Apr 28, 2015 |
| Priority date | — |
| Expiry date | Oct 10, 2033 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q10/0637
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
System and method to select a contact handling mode in a contact center, the method including: receiving, by a communication interface, a contact from a customer; calculating, by a processor of the contact center, an expected wait time by the customer based upon historical contact information stored in a memory of the contact center; calculating an expected cost of queueing the customer for the expected wait time; and selecting the contact handling mode based upon the expected cost of queueing the customer.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.