Resources Contact Us Home
Browse by: INVENTOR PATENT HOLDER PATENT NUMBER DATE
 
 
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
Pyrrolidine-1,2-dicarboxamide derivatives
Faucet
Liquid-level sensor
Thermoforming sheet loading apparatus and method
Corner wrap for use with a pallet
Artificial engine sound control unit, approaching vehicle audible system, and electric vehicle having them
Method and device for evaluating evolution of tumoural lesions
  Randomly Featured Patents
Oscillator with feedback loop including delay circuit
Unit for packaging and applying a liquid product
Electronic musical instrument generating supplementary notes automatically established from played notes
Portable lighting device
Method for producing 4-hydroxy-L-isoleucine
Ion thruster having grids made of oriented pyrolytic graphite
Actuator mechanism for an external circuit breaker operating device
System and method for copy-protecting distributed video content
Clasp with a tape for binding, fixing, and tightening
Shelf-stable, isocyanate (NCO) free urethane urea acrylate resins