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. 08, 2005
Filed:
Sep. 30, 2002
Ole J. Mengshoel, Newport Beach, CA (US);
Ken Fertig, Palo Alto, CA (US);
Sudhakar Reddy, Santa Clara, CA (US);
Ole J. Mengshoel, Newport Beach, CA (US);
Ken Fertig, Palo Alto, CA (US);
Sudhakar Reddy, Santa Clara, CA (US);
Rockwell Electronic Commerce Technologies, LLC, Wood Dale, IL (US);
Abstract
An apparatus is provided for reallocating agent responsibility for servicing a plurality of call types received by an automatic call distributor. The apparatus includes an autopilot adapted to form a plurality of proposed alternative fractional call assignments among the plurality of call types for an agent of the automatic call distributor, a performance predictor adapted to calculate a service parameter for each of the plurality of call types for each of the formed alternate agent call assignments and a comparator adapted to automatically select an agent assignment of the plurality of formed alternative agent assignments based upon the calculated service parameter.