Importance

Loading Importance Indicators...

Abstract

A method of estimating call intents and recalls in a call center including (a) assessing N corresponding to a number of periods during which recall assessments are performed; (b) assessing .alpha..sub.i representing a proportion of disconnected calls that call back during an i.sup.th period following disconnection; (c) assessing .beta..sub.i representing a proportion of abandoned calls that call back during an i.sup.th period following abandonment; (d) assessing call status variables: Dec(p) representing the number of calls disconnected during a period p; Abd(p) representing the number of calls abandoned during a period p; Recus(p) representing the number of calls received during period p; (e) estimating the number of recalls, rappels(p), during the period p, with rappels .function. ( p ) = i = 0 N .times. .alpha. i dec .function. ( p - i ) + .beta. i abd .function. ( p - i ) ,where p-i represents the period that precedes p of i periods; and (f) assessing the number of call intents during a period p, intentions(p)=recus(p)-rappels(p).

Loading the Abstract Image...

First Claim