Adjustment of call selection to achieve target values for interval-based performance metrics in a call center
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United States of America Patent
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Apr 2, 2002
Grant Date -
Jan 17, 2002
app pub date -
Dec 16, 1998
filing date -
Dec 16, 1998
priority date (Note) -
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status (Latency Note)
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Abstract
A call selection process in a call center is controlled so as to ensure the achievement of target values for one or more interval-based performance metrics. In an illustrative embodiment, a memory in the call center is used to store information regarding contractual target values of one or more interval-based performance metrics such as, for example, an average speed of answering metric, or a percent in service level metric. The call selection process is then adjusted within a given performance interval based at least in part on a comparison of a value of the metric actually achieved during the interval to the corresponding stored target value. For example, a service objective of the call selection process may be adjusted at one or more designated points in the interval if the value of the metric actually achieved to a given one of the points will not allow achievement of the target value within the interval.
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