Xerox Corporation

Conduent Business Services, LLC

Bo Hu

Sharath Srinivas

Johannes Antonius Koomen

Sudhendu Rai

Faming Li

Yu-An Sun

Systems and methods of routing calls may include receiving a plurality of calls, and for each of the plurality of calls, determining a threshold time that may be a maximum service time for the call, estimating an expected service time for the call, comparing the threshold time with the expected service time for the call, and assigning the call into one of a plurality of queues based upon the comparing. The method of routing may further include prioritizing the plurality of queues based upon the expected service time for each call in each of the plurality of queues, directing each call in a first queue of the plurality of queues to a first group of agents, and providing a callback prompt to each call in a second queue of the plurality of queues, wherein a priority of the first queue is higher than a priority of the second queue.

Systems and methods for selectively routing calls to a call center

A method, non-transitory computer readable medium, and apparatus for routing a call using a hybrid call routing scheme are disclosed. For example, the method receives a call for a customer agent at a call center, identifies a list of available customer agents, calculates a hybrid score for each one of the available customer agents, wherein the hybrid score is based upon a combination of a longest-idle-agent routing parameter, a performance based routing parameter and a tuning parameter, selects a customer agent from the list of the available customer agents having a highest hybrid score and routes, by the processor, the call to the customer agent that is selected.

Method and apparatus for routing a call using a hybrid call routing scheme with real-time automatic adjustment

A method of determining one or more performance metrics associated with a print shop may include identifying one or more historical print jobs from a historical print job database. Each historical print job may include a historical print job type and historical job content information. The method may include generating, by a computing device, one or more synthetic print jobs based on the historical job type and historical job content information associated with the identified historical print jobs, and determining, by the computing device, one or more performance metrics associated with processing the one or more synthetic print jobs by a print shop.

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Pittsford, NY, United States of America

Bo Hu