Resources Contact Us Home
Intelligent inbound/outbound communications blending

Image Number 3 for United States Patent #7035927.

In a blended inbound/outbound call center (100), an outbound call-pacing function (122) decides whether or not to initiate an additional outbound call for a particular skill. It determines (206) whether the number of available agents for the skill plus the number of resting agents for the skill exceeds the number of available inbound calls for the skill plus the number of outstanding outbound calls for the skill. It also determines (312) whether a target service time for the skill exceeds an estimated wait time of each of the available inbound calls for the skill assuming that pending outbound calls for the skill plus one take precedence over the inbound calls. If both determinations are affirmative, the call pacing function initiates (318) an additional call for the skill. If either determination is negative, the function forbears (321) from initiating an additional call for the skill. The number of available and resting agents may be incremented (206) by (a) a difference between the target service time for the skill and the present waiting time of the last-enqueued inbound call for the skill divided by the average rate of advance through the skill's call queue, or (b) the average amount of time that a newly-initiated outbound call for the skill takes to become available divided by the average rate of advance, plus the number of agents for the skill who are busy but expected to become available within a time period equal to (a) or (b), less the number of those agents that will receive a rest period upon becoming idle. The number of calls may be incremented (206) by the number of inbound calls that are expected to arrive within the time period (a) or (b).

  Recently Added Patents
Flavor compound-producing yeast strains
Implementing vector memory operations
Fixing mechanism for fixing at least one interface card and fixing rod thereof
High quality GaN high-voltage HFETs on silicon
Hockey puck themed hand clap maraca
Method and apparatus for selectively activated powered actuation of a hydraulic drive system
Single-phase and three-phase dual buck-boost/buck power factor correction circuits and controlling method thereof
  Randomly Featured Patents
Method for making mold inserts
Splice joint and process for joining a microstructured optical fiber and a conventional optical fiber
Robot for driving automobile on chassis dynamometer
Apparatus and method for setting communication service blocking mode in mobile terminal
Epimedium plant named `FIRE DRAGON`
Method and apparatus for measurement of distance between holes with parallel axes
Semiconductor device for a tuner and diversity receiver
Control circuit of light-emitting element
Abrasive sheet and method
Apparatus for cleaning tanks or vessels