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
Electrowetting display devices with a reflective plate structure
Single integrated circuit configured to operate both a capacitive proximity sensor device and a resistive pointing stick
Switchable solvents and methods of use thereof
System and method for reliable packet data transport in a computer network
Scale information for drawing annotations
Panel for decoration
Oscillation circuit
  Randomly Featured Patents
Method and apparatus for substrate imaging
Graphic display of configuration information and of further device components required
Internal conduit sealing member and band
Color image pickup device having color temperature converting filters
Recording medium, and method and apparatus for recording defect management information on the recording medium
Microporous vascular graft
Video data processing method and apparatus for processing video data
Apparatus and method for producing color filters by discharging material
Paper feeder
Slide-fastener half and method of making same