| Patent Number |
Title Of Patent |
Date Issued |
| 7209444 |
Methods and devices for balancing communications using match rates |
April 24, 2007 |
| Incoming communications received by call centers and the like are routed to one or more alternative call centers based on a comparison of Match Rates and Expected Wait Times. Such routing helps improve the overall load balancing of a call center or network of call centers while incre |
| 6192122 |
Call center agent selection that optimizes call wait times |
February 20, 2001 |
| Selection of a suitable call-center agent (106-108) to handle a call is based on which available suitable agent's handling of the call will tend to optimize call wait times. When a call needing a particular skill becomes available (200), all skills of agents in the agent queue (131-139) |
| 5982873 |
Waiting-call selection based on objectives |
November 9, 1999 |
| Call-center (FIG. 1) performance is improved by assigning different service-time objectives (222) to different types of calls or to call queues (21) for different types of calls, and then selecting (212), for an agent (25) who has just become available (200) to handle a call, a waiting |
| 5905793 |
Waiting-call selection based on anticipated wait times |
May 18, 1999 |
| The maximum wait time for callers in a call center (FIG. 10) is lowered by selecting, for an agent (25) who has just become available to handle a call, a highest-priority waiting call that would most likely wait the longest if it were not selected at this time. Anticipated wait times are |
| 5903877 |
Transaction center for processing customer transaction requests from alternative media sources |
May 11, 1999 |
| A transaction center including a transaction processing platform having an automatic call distribution system for queuing customer transaction requests, for choosing an appropriate service agent according to information gathered about the transaction requests, and for determining whe |
