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:
Jun. 01, 2004
Filed:
Mar. 02, 2000
Edward Komissarchik, San Carlos, CA (US);
Kevin McPartlan, Saratoga, CA (US);
Lauren O'Brien, Redwood City, CA (US);
Gary Lee Sorensen, San Jose, CA (US);
Aspect Communications Corporation, San Jose, CA (US);
Abstract
A method and apparatus are provided for performing real-time transaction routing augmented with forecast data and agent schedules. According to one aspect of the present invention, transactions are distributed among multiple transaction processing systems using both scheduled and actual handling resources. Actual handling resources associated with each of the transaction processing systems, such as automatic call distributors (ACDs), is measured at time t. Scheduled handling resources associated with each of the transaction processing systems for time t are also are identified. Then, estimated handling resources are calculated for each of the transaction processing systems for time t+n based upon the actual handling resources and the scheduled handling resources. Based upon the estimated handling resources, transaction allocations for each of the transaction processing systems is determined. Finally, responsive to a routing query from a network interface, a routing decision is communicated to the network interface based upon the transaction allocations. According to another aspect of the present invention, a virtual call center is provided. The virtual call center includes a wide area network (WAN), multiple call centers coupled to the WAN, and a transaction routing controller coupled to the WAN. Each of the call centers includes a transaction processing system. The transaction routing controller is configured to calculate allocation percentages for each of the call centers based upon scheduled staffing levels and actual staffing level information received from the transaction processing systems. The transaction routing controller is additionally configured to load balance incoming calls according to the allocation percentages.