Interactive Intelligence, Inc.

Brian Edward Mewhinney

Donald E Brown

Jay Michael Langsford

Various technologies and techniques are disclosed for automating the activation of agents in particular workgroups. A call queue server receives incoming communications. A scheduling server is coupled to the call center server over a network and analyzes historical communication data to calculate a forecasted load for a particular time period. The system uses the forecasted load to create agent schedules for the workgroups for the particular time period. The system programmatically activates and deactivates the agents into and out of the workgroups at scheduled points in time based on the calculated schedules. The call center server routes each of the queued communications to a particular agent that is activated on a particular one of the workgroup.

System and method for agent queue activation in a contact center

A method, apparatus, and system places outbound calls using a predictive dialer at a call center and, optionally, receives inbound calls. The predictive dialing components use information about the substantive stage of the active calls at a given point in time to decide whether to begin to dial another outbound call. The calls that are considered may be inbound or outbound. In one form of the invention, statistics are maintained regarding each agent's passage through the various stages of an active call, then the statistics are used to control the predictive dialer.

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Carmel, IN, United States of America

Brian Edward Mewhinney