Ser Solutions, Inc.

Jonathan M Wineberg

Neil D Pundit

Arunachalam Ravichandran

Peter D Morley

A process for reassignment of agents based on their performance in the last performance interval; if the performance of an agent is superior, then he/she is moved to a higher campaign. &ldquo;Higher&rdquo; refers to a campaign for which the call center receives a greater remuneration whether or not the call center in turn increases the rate of pay of the agent. Similarly, if the performance is inferior, then the agent is moved to a lower campaign, i.e., one for which the call center receives less remuneration. If the performance just meets the objective, then the agent's assignment stays the same. There can be many levels of superior or inferior performance but the basic principle remains the same.

Reassignment of agents

An inbound/outbound balancing system transfers agents based on a predicted future inbound average call waiting time. In one embodiment of the invention, the future average call waiting time is predicted to be the then sampled average call waiting time times the slope (i.e. rate of change) in average call waiting time between the current sample and the next previous sample. Based upon the predicted call waiting time, a determination is made whether or not agents should be added or deleted to maintain the inbound performance parameter within an acceptable range. The direction of change in call waiting time (i.e. increasing or decreasing); the rate at which it is changing, and the duration of the predicted average call waiting time relative to the boundaries of a range area used to determine whether or not to reassign blend agents and if reassigned, how many to reassign.

Call center outbound/inbound balance system

A call center blending system in which the look ahead interval is variable and is equal to the average time an agent is engaged in an outbound call, including after call wrap-up work.

Optimization of agent transfers in call blending

A system in which agents are transferred based on the future performance parameter of a call center predicted from the trend of current samples. In a multi-media call center, the performance parameter may be any defined variable, such as profit per contact, incoming call wait time, etc. The agents being transferred come from any agent activity such as web chat, e-mail, another incoming call campaign, an outgoing call campaign, etc.

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Leesburg, VA, United States of America

Jonathan M Wineberg