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:
Apr. 02, 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., San Ramon, CA (US);
Abstract
A method for controlling and correcting abandonment rate in an automated contact center that uses a predictive dialing method for determining a number of calls to generate for dialing. When abandonment rate is close to zero, the method determines a mean agent occupancy that is used by the predictive dialing method. Empirical data is collected on agent occupancy while the predictive dialing method uses the mean agent occupancy to determine a number of calls to generate. The method determines a target abandonment rate and a target agent occupancy, wherein a proportion of the agent occupancy empirical data having an agent occupancy equal to or higher than the target agent occupancy is within a predetermined range of the target abandonment rate. The target agent occupancy is used to adjust the mean agent occupancy used by the predictive dialing method.