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:
Jan. 11, 2005
Filed:
Jun. 12, 2001
Ole J. Mengshoel, Newport Beach, CA (US);
Ken Fertig, Palo Alto, CA (US);
Kurt Sunderman, West Chicago, IL (US);
Anthony Dezonno, Bloomingdale, IL (US);
Ole J. Mengshoel, Newport Beach, CA (US);
Ken Fertig, Palo Alto, CA (US);
Kurt Sunderman, West Chicago, IL (US);
Anthony Dezonno, Bloomingdale, IL (US);
Rockwell Electronic Commerce Technologies, LLC, Wood Dale, IL (US);
Abstract
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.