Invention Grant
US09374466B2 System and methods for predicting future agent readiness for handling an interaction in a call center
有权
用于预测未来代理准备的系统和方法，用于处理呼叫中心中的交互
- Patent Title: System and methods for predicting future agent readiness for handling an interaction in a call center
- Patent Title (中): 用于预测未来代理准备的系统和方法，用于处理呼叫中心中的交互
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Application No.: US14447548Application Date: 2014-07-30
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Publication No.: US09374466B2Publication Date: 2016-06-21
- Inventor: Georgiy N. Shashkov , Oleksiy M. Kolomoyskyy , Stanislav V. Zgardovski , Nikolay Korolev
- Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Applicant Address: US CA Daly, City
- Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Current Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Current Assignee Address: US CA Daly, City
- Agency: Lewis Roca Rothgerber Christie LLP
- Main IPC: H04M3/51
- IPC: H04M3/51 ; H04M3/523
Abstract:
A system for making outbound calls includes a first node connected to a network for placing outbound telephone calls, a second node connected to the network and accessible to the first node for reporting agent status relative to busy, ready, and time to ready, a number of agent appliances connected to the network and accessible to the second node, and a number of agent activity applications installed one per on the agent appliances. In a preferred embodiment outbound calls are predicted based on the number of agents reported ready to accept a call plus the number of agents predicted to be ready to accept a call within a specified time window.
Public/Granted literature
- US20140341368A1 SYSTEM AND METHODS FOR PREDICTING FUTURE AGENT READINESS FOR HANDLING AN INTERACTION IN A CALL CENTER Public/Granted day:2014-11-20
Information query
