| 发明名称 |
CALL OCCUPANCY MANAGEMENT |
| 摘要 |
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. |
| 申请公布号 |
US2014169549(A1) |
申请公布日期 |
2014.06.19 |
| 申请号 |
US201213713577 |
申请日期 |
2012.12.13 |
| 申请人 |
VERIZON PATENT AND LICENSING INC. |
发明人 |
Desai Prashant B.;Hegde Mayuresh Mohan;Hadley Shawn J.;Poi Parind S. |
| 分类号 |
H04M3/523 |
主分类号 |
H04M3/523 |
| 代理机构 |
|
代理人 |
|
| 主权项 |
1. A method comprising:
receiving a history of call volumes and statistics for a call queue; receiving, for each of a plurality of agents that are associated with the call queue, a work schedule; determining a projected call occupancy for the call queue based on the history of call volumes and statistics for the call queue and the work schedules; selecting a subset of agents, among the plurality of agents that are associated with the call queue, that are not needed to handle calls in the call queue during a time when a projected call occupancy is below a first threshold; and assigning tasks, for the time, to the subset of agents.
|
| 地址 |
Basking Ridge NJ US |
