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. 26, 2007
Filed:
May. 20, 2003
Robert P. Beckstrom, Bolingbrook, IL (US);
Eric James, Elgin, IL (US);
Robert P. Beckstrom, Bolingbrook, IL (US);
Eric James, Elgin, IL (US);
Rockwell Electronic Commerce Technologies, LLC, Wood Dale, IL (US);
Abstract
A method for optimizing a workload of an agent of the transaction processing system is disclosed, where the agent handles inbound and outbound calls and the calls are based on voice-dialog communication and/or text-dialog communication. The method includes obtaining historical data from a database based on a category of a current call handled by the agent, where the historical data provides an indication of an expected duration of the call. The method also includes determining a predicted end time of the current call. If an inbound call is pending, the inbound call is routed to the agent after the current call terminates. If an inbound call is not pending, then an outbound call number is obtained from a list of outbound call numbers to be placed, the outbound call is placed a determined amount of time prior to the predicted end time of the current call, and the outbound call is routed to the agent.