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. 12, 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 determining a number of calls to generate in an automated contact center based upon a prediction of agent occupancy in a future time period. The automated contact center comprises a dialer for dialing generated calls, a queue where successfully connected dialed calls await agent handling, and an agent pool where calls are handled by agents. The method estimates a number of calls presently in the dialer, the queue, and the agent pool that would be in the agent pool in the future time period. Based upon the estimations, the method predicts a future agent occupancy in the future time period, which is used to determine the number of calls to generate in the automated contact center. Calls are generated based upon the number of calls to generate.