Invention Grant
- Patent Title: Call center queue management
- Patent Title (中): 呼叫中心队列管理
-
Application No.: US11959608Application Date: 2007-12-19
-
Publication No.: US08150022B2Publication Date: 2012-04-03
- Inventor: Thomas M. Minnich, Jr. , Ted Alan Wrenn, Jr.
- Applicant: Thomas M. Minnich, Jr. , Ted Alan Wrenn, Jr.
- Applicant Address: US TX Round Rock
- Assignee: Dell Products L.P.
- Current Assignee: Dell Products L.P.
- Current Assignee Address: US TX Round Rock
- Agency: Haynes and Boone, LLP
- Main IPC: H04M5/00
- IPC: H04M5/00
Abstract:
Call center queue management includes a method for calculating an average capability for each of a plurality of agents obtaining all completion data for each agent. The call completion data is used to calculate a historical average for each agent. The historical average is used to calculate an average capability for each agent.
Public/Granted literature
- US20090161849A1 CALL CENTER QUEUE MANAGEMENT Public/Granted day:2009-06-25
Information query
