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. 15, 2004
Filed:
Apr. 05, 2000
Colin D. Crossley, Hammersmith-London, GB;
Concerto Software, Inc., Westford, MA (US);
Abstract
A system and method automatically allocates agent resources and prioritizes call campaigns to maximize productivity of a call center by prioritizing call distribution along with agent resource allocation to those campaigns enjoying a high level of success, such as sales success, during a particular period of time. A plurality of call campaigns are grouped together to form a pacing group. Each call campaign in the pacing group is then assigned a campaign pacing ratio each having a sales success criteria. During the processing of the call campaigns, the pacing ratio of each call campaign will then be adjusted, whereby those campaigns realizing higher levels of current sales success will have their pacing ratios increased while those experiencing lower levels of current success will have their pacing ratios decreased.