Pacing in knowledge worker engagement
US9955012B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Feb 23, 2010 |
| Grant date | Apr 24, 2018 |
| Priority date | — |
| Expiry date | Nov 25, 2030 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2201/14
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method for mapping ready agents to incoming transactions has steps for (a) placing incoming transactions in a first queue managed by software executing from a machine-readable medium on a computerized appliance; (b) issuing a determined number of invitations in a period of time to agents known to be available to consider an invitation to interact with an incoming transaction; (c) placing identification of ready agents, who have accepted an invitation to interact, in a second queue managed by the software; (d) mapping transactions from the first queue to agents from the second queue; (e) monitoring changes in state of both the first and the second queues in the time period; and (f) adjusting determined number of invitations in step (b) in a manner to drive a chosen system performance metric toward a desired target value.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.