公开(公告)号：US20200045179A1

公开(公告)日：2020-02-06

申请号：US16054250

申请日：2018-08-03

Applicant: MOTOROLA SOLUTIONS, INC.

Inventor： Isabel Firpo ,  Doris E. Ford ,  Parveen Gupta ,  Jill M. Hillman ,  Vinayak Reddy ,  Marcus P. Snyder

IPC: H04M3/523 ,  H04M3/436 ,  H04M3/22 ,  H04M3/51

Abstract: Methods and systems for improving a call queue at a dispatch center. One system includes an electronic computing device communicatively coupled to a first call workstation and a second call workstation. The electronic computing device includes an electronic processor configured to receive a first call, direct the first call to the first call workstation, analyze the first call for a key incident factor, calculate a first estimated call length based on the key incident factor, and determine, based on the first estimated call length, whether to assign a queued call, received at the electronic computing device after the first call, to the first call workstation or to the second call workstation.

公开(公告)号：US10708429B2

公开(公告)日：2020-07-07

申请号：US16054250

申请日：2018-08-03

Applicant: MOTOROLA SOLUTIONS, INC.

Inventor： Isabel Firpo ,  Doris E. Ford ,  Parveen Gupta ,  Jill M. Hillman ,  Vinayak Reddy ,  Marcus P. Snyder

IPC: H04M3/523 ,  H04M3/22 ,  H04M3/436 ,  H04M3/51

Abstract: Methods and systems for improving a call queue at a dispatch center. One system includes an electronic computing device communicatively coupled to a first call workstation and a second call workstation. The electronic computing device includes an electronic processor configured to receive a first call, direct the first call to the first call workstation, analyze the first call for a key incident factor, calculate a first estimated call length based on the key incident factor, and determine, based on the first estimated call length, whether to assign a queued call, received at the electronic computing device after the first call, to the first call workstation or to the second call workstation.