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. 25, 2008
Filed:
Aug. 08, 2002
Christopher G. Culp, Wheaton, IL (US);
James E. Anderson, Glen Ellyn, IL (US);
Christopher G. Culp, Wheaton, IL (US);
James E. Anderson, Glen Ellyn, IL (US);
Rockwell Electronic Commerce Technologies, LLC, Wooddale, IL (US);
Abstract
A method is provided for automatically updating a 'Real Time' Average Speed of Answer, RASA, for a number of calls received by an automatic call distributor, ACD, during a set interval. This 'real time' average speed of answer may be determined across a sliding time window via moving averages and exponential smoothing. The method includes the steps of computing a current average Speed of Answer, SA, for the number of calls received by the ACD during the set time interval, by dividing total waiting time to answer for these calls by the number of calls and scaling the current SA by a weight factor W. The real time average speed of answer, RASA, is updated by scaling a previous RASA by the unity complement of W, i.e. (1−W), and augmenting it by the scaled current SA.