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:
Feb. 01, 2005
Filed:
Jun. 17, 2003
Kevin Mcpartlan, San Jose, CA (US);
Edward Komissarchik, San Jose, CA (US);
Lauren O'brien, Redwood City, CA (US);
Robert Hayes, Nashville, TN (US);
Katherine Mcelroy, Nashville, TN (US);
John Rafter, Nashville, TN (US);
Gary Sorensen, San Jose, CA (US);
David Glassman, San Jose, CA (US);
Kevin McPartlan, San Jose, CA (US);
Edward Komissarchik, San Jose, CA (US);
Lauren O'Brien, Redwood City, CA (US);
Robert Hayes, Nashville, TN (US);
Katherine McElroy, Nashville, TN (US);
John Rafter, Nashville, TN (US);
Gary Sorensen, San Jose, CA (US);
David Glassman, San Jose, CA (US);
Aspect Communications Corporation, San Jose, CA (US);
Abstract
A method and apparatus for performing customer service request allocations based upon real-time data and forecast data, calculates estimated handling resources for each of the transaction processing systems based upon actual handling resources and scheduled handling resources. Customer service transaction workloads are forecasted for the handling resources for each of the transaction processing systems. Then, customer service request allocations are determined using estimated handling resources and the forecasted customer service transaction workload.