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:
Apr. 20, 2004
Filed:
Sep. 06, 2001
Roy A. Jensen, Westminster, CO (US);
William H. Widener, Boulder, CO (US);
Avaya Technology Corp., Basking Ridge, NJ (US);
Abstract
A call center includes functionality for dynamically varying a threshold value associated with each of a number of different call types (i.e. skills) to be handled by the call center. A group of agents and a group of reserve agents are provided within the call center for use in handling incoming calls. A dedicated subgroup of agents is assigned to service each of the call types in the call center. In addition, one or more reserve agents are assigned to service a particular call type when an expected wait time associated with the call type exceeds a threshold value. The threshold value associated with each call type is dynamically adjusted during call center operation based on the fraction of the target service level for a call type being achieved by the call center. In one embodiment, a dynamically adjusted threshold is calculated by multiplying an administered threshold value for a call type by the fraction of the target service level that a measured service level for the call type represents.