The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Aug. 28, 2001
Filed:
Aug. 28, 1998
Jonathan M. Wineberg, Leesburg, VA (US);
Neil D. Pundit, Herndon, VA (US);
Arunachalam Ravichandran, Leesburg, VA (US);
SER Solutions, Inc., Herndon, VA (US);
Abstract
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.