Call occupancy management

US9020133B2 · kind B2 · utility

Assignee

• Verizon Patent and Licensing Inc. · US

Inventors

• Prashant Desai · Land O' Lakes, US
• Mayuresh Mohan Hegde · Coppell, US
• Shawn J. Hadley · Keller, US
• Parind S. Poi · Lewisville, US

Key dates

• Filing date: Dec 13, 2012
• Grant date: Apr 28, 2015
• Expiry date: Feb 3, 2033

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q10/06
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

A device may receive a history of call volumes and statistics for a call queue. The device may also receive, for each of a number of agents that are associated with the call queue, a work schedule. The device may determine a projected call occupancy for the call queue based on the history of call volumes for the call queue and the work schedules; select a subset of agents, among the number of agents that are associated with the call queue, that are not needed to handle calls in the call queue during a time for which projected call occupancy is below a first threshold; and assign tasks, for the time, to the subset of agents.