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
Microfluidic cartridge and method of using same
Data processing system, data processing method, and image forming apparatus
Apparatus and method for an iterative cryptographic block
Advanced CAPTCHA using images in sequence
Faucet
Breathing mask
Enediyne compounds, conjugates thereof, and uses and methods therefor
  Randomly Featured Patents
Antenna protecting device for motor vehicles
Polyether compounds, epoxy resins, epoxy resin compositions, and processes for production thereof
Apparatus and method for deriving a random reference number from paging and originating signals
Combined dispensing head and level gauge
Ex vivo and in vivo expression of the thrombomodulin gene for the treatment of cardiovascular and peripheral vascular diseases
Measurement of substances in liquids
Cover for light and/or fragrance emitter
Hoop and disc with sounders
Substrate for an electrical circuit system and a circuit system using that substrate
Pulse shaping method