Determining expected call waiting time in a call center queue

United States of America Patent

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Apr 27, 2004
Grant Date
Aug 22, 2002
app pub date
Dec 29, 2000
filing date
Dec 29, 2000

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Expired

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Abstract

The estimated call waiting time process uses sampling statistics gathered over a moving window to determine the expected call wait time for each particular call into a call center. The window size is dynamically changed based on sampling theory and changes to call arrival rates and agent availability.

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NORTEL NETWORKS LIMITED

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H04M:TELEPHONIC COMMUNICATION

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Inventor Name	Address	# of filed Patents	Total Citations
Lieberman, Robert W	Thornhill, CA	3	63
Vo-Dai, Thien	Toronto, CA	1	23

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Determining expected call waiting time in a call center queue

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United States of America Patent

09751448

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PATENT NO	6728363
APP PUB NO	20020114442A1
SERIAL NO	09751448
DOCKET NO

US Family Size	Non-US Coverage
Patent Longevity Expired	Forward Citations

DATE PUBLISHED	PUBLICATION/PATENT NO.	PUBLICATION TYPE
April 27, 2004	US,6728363,B2 US6728363B2	GRANTED PATENT AS SECOND PUBLICATION
August 22, 2002	US,20020114442,A1 US20020114442A1	FIRST PUBLISHED PATENT APPLICATION

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09751448

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