Invention Grant
US08238543B2 System and methods for predicting future agent readiness for handling an interaction in a call center
有权
用于预测未来代理准备的系统和方法，用于处理呼叫中心中的交互
- Patent Title: System and methods for predicting future agent readiness for handling an interaction in a call center
- Patent Title (中): 用于预测未来代理准备的系统和方法，用于处理呼叫中心中的交互
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Application No.: US12475800Application Date: 2009-06-01
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Publication No.: US08238543B2Publication Date: 2012-08-07
- Inventor: Georgiy N. Shashkov , Oleksiy M. Kolomoyskyy , Stanislav V. Zgardovski , Nikolay Korolev
- Applicant: Georgiy N. Shashkov , Oleksiy M. Kolomoyskyy , Stanislav V. Zgardovski , Nikolay Korolev
- Applicant Address: US CA Daly City
- Assignee: Genesys Telecommunications Laboratories, Inc.
- Current Assignee: Genesys Telecommunications Laboratories, Inc.
- Current Assignee Address: US CA Daly City
- Agency: Central Coast Patent Agency, Inc.
- Agent Donald R. Boys
- Main IPC: H04M3/00
- IPC: H04M3/00
Abstract:
A system for making outbound calls includes a first node connected to a network for placing outbound telephone calls, a second node connected to the network and accessible to the first node for reporting agent status relative to busy, ready, and time to ready, a number of agent appliances connected to the network and accessible to the second node, and a number of agent activity applications installed one per on the agent appliances. In a preferred embodiment outbound calls are predicted based on the number of agents reported ready to accept a call plus the number of agents predicted to be ready to accept a call within a specified time window.
Public/Granted literature
- US20100303225A1 System and Methods for Predicting Future Agent Readiness for Handling an Interaction in a Call Center Public/Granted day:2010-12-02
Information query
