发明名称 |
System and method for balancing agent console load during automated call processing |
摘要 |
A system and method for balancing agent console load during automated call processing is provided. A plurality of agent consoles are operated in a call center. Progress of a call session of a caller that is calling into the call center at each agent console is monitored. An absolute upper limit on a number of the call sessions allowed at each agent console at any given time is assigned. A load of call session assignments on each agent console is balanced. Objective and subjective conditions pertinent to each assigned call session are continually collected from each agent console. The objective and subjective conditions that affect call session availability are updated for each agent console. The objective and subjective conditions are evaluated against the absolute upper limit to determine a load factor. Each call session is assigned to one such agent console within bounds applicable to the load factor.
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申请公布号 |
US8023638(B2) |
申请公布日期 |
2011.09.20 |
申请号 |
US20070893542 |
申请日期 |
2007.08.15 |
申请人 |
INTELLISIST, INC. |
发明人 |
WAALKES ADAM;ODINAK GILAD;JIANG HAODONG (HOWARD);THORN MATTHEW;MCCANN TOM |
分类号 |
H04M3/00;H04M5/00 |
主分类号 |
H04M3/00 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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