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:
Jan. 01, 2013
Filed:
Dec. 21, 2011
Nikolay Anisimov, Concord, CA (US);
Dmitry Spasibenko, Livermore, CA (US);
Sam Shkrabov, Castro Valley, CA (US);
David Van Everen, San Francisco, CA (US);
Nikolay Anisimov, Concord, CA (US);
Dmitry Spasibenko, Livermore, CA (US);
Sam Shkrabov, Castro Valley, CA (US);
David Van Everen, San Francisco, CA (US);
Five9, Inc., Pleasanton, CA (US);
Abstract
A method for determining a number of calls to generate in an automated contact center, wherein the automated contact center comprises a dialer for dialing generated calls and an agent pool where successfully connected dialed calls are handled by agents. The method collects empirical data on durations in which calls spend in the dialer and agent handling times. The collected data is used to generate discrete density or discrete distribution functions. Using the discrete density or distribution functions, an individual impact is calculated for each call presently in the dialer. The method uses the individual impacts to calculate a dialer impact, which is used to predict a future agent occupancy. Based upon the prediction, a number of calls to generate is determined. Calls are generated based upon the number of calls to generate.