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:
Nov. 07, 2006
Filed:
Apr. 27, 1999
Robert Doyle, Newbury Park, CA (US);
Laird C. Williams, St. Charles, IL (US);
Kenneth W. Fertig, Palo Alto, CA (US);
Xuemei Wang, Mountain View, CA (US);
N. Serdar Uckun, Palo Alto, CA (US);
Robert Doyle, Newbury Park, CA (US);
Laird C. Williams, St. Charles, IL (US);
Kenneth W. Fertig, Palo Alto, CA (US);
Xuemei Wang, Mountain View, CA (US);
N. Serdar Uckun, Palo Alto, CA (US);
Rockwell Electronic Commerce Technologies, LLC, Wood Dale, IL (US);
Abstract
A method and apparatus are provided for assigning agents of an automatic call distributor to incoming calls of a plurality of call types handled by the automatic call distributor. The method includes the steps of determining a target occupancy matrix including a target occupancy for each agent of the agents of the automatic call distributor for each call type of the plurality of call types. The method further includes the steps of processing a call of a first type of the types determined in the target occupancy matrix and assigning the call to an agent of the agents of the automatic call distributor with a largest relative difference between an actual occupancy of calls of the first type handled by the agent and the target occupancy of calls of the first type determined for the agent in the target occupancy matrix.