Rockwell Electronic Commerce Technologies, LLC

Rockwell Technologies, Inc.

Ken Fertig

Ole J Mengshoel

Sudhakar Y Reddy

Anthony J Dezonno

Kurt Sunderman

David Kil

A method and apparatus are provided for dynamically reassigning agents among call types in a call distribution system having a plurality of agents assigned to a plurality of call types. The method includes the steps of detecting a deficiency in agent responsibility assigned to a call type of the plurality of call types based upon a measured service parameter and corresponding target service parameter and determining an agent allocation among the plurality of call types best suited to correct the deficiency.

Contact center autopilot algorithms

An apparatus is provided for reallocating agent responsibility for servicing a plurality of call types received by an automatic call distributor. The apparatus includes an autopilot adapted to form a plurality of proposed alternative fractional call assignments among the plurality of call types for an agent of the automatic call distributor, a performance predictor adapted to calculate a service parameter for each of the plurality of call types for each of the formed alternate agent call assignments and a comparator adapted to automatically select an agent assignment of the plurality of formed alternative agent assignments based upon the calculated service parameter.

Contact center autopilot architecture

A method and apparatus are provided for distributing calls in an automatic call distribution system having one or more master sites, a plurality of satellite sites and at least some agents located at each satellite site of the plurality of satellite sites. The method includes the steps of detecting a call at a master site of the automatic call distribution system, determining a call type of the call, and contemporaneously measuring a deviation from a target occupancy in handling calls of the determined call type for each agent of the at least some agents located at each satellite site. The method further includes the steps of identifying an agent with a largest relative under-utilization or the least relative over-utilization based upon the measured deviation and transferring the call from the master site to a satellite site of the plurality of satellite site where the identified agent is located.

Multi-site responsibility-based routing

A system and method for estimating the point of diminishing returns for additional information in data mining processing applications. The present invention provides a convenient method of estimating the extent to which a data mining algorithm captures useful information in raw feature data. First, the input data is processed using a forward transform. A region of overlap Y in the forward transformed data is identified and quantified. The region of overlap Y is processed with a reverse transform to create an overlap region Z in an original feature space. The degree of overlap in region Z is quantified and compared to a level of overlap in the Y region, such that the comparison quantifies the extent to which a data mining algorithm captures useful information in the input data.

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Palo Alto, CA, United States of America

Ken Fertig