Invention Grant
US08023638B2 System and method for balancing agent console load during automated call processing 有权
在自动呼叫处理期间平衡代理控制台负载的系统和方法

System and method for balancing agent console load during automated call processing
Abstract:
A system and method for balancing agent console load during automated call processing is provided. A plurality of agent consoles are operated in a call center. Progress of a call session of a caller that is calling into the call center at each agent console is monitored. An absolute upper limit on a number of the call sessions allowed at each agent console at any given time is assigned. A load of call session assignments on each agent console is balanced. Objective and subjective conditions pertinent to each assigned call session are continually collected from each agent console. The objective and subjective conditions that affect call session availability are updated for each agent console. The objective and subjective conditions are evaluated against the absolute upper limit to determine a load factor. Each call session is assigned to one such agent console within bounds applicable to the load factor.
Information query
Patent Agency Ranking
0/0