Predictive internet automatic work distributor (Pre-IAWD) and proactive internet automatic work distributor (Pro-IAWD)
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United States of America Patent
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Apr 6, 2004
Grant Date -
N/A
app pub date -
Dec 16, 1999
filing date -
Dec 16, 1999
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Abstract
A Predictive IAWD (Pre-IAWD) initially assigns inbound work to an agent in a group of agents based on a dynamically generated prediction of work completion time. The Pre-IAWD initially assigns the work to the agent having the highest likelihood of completing the work first in the group of agents, based on a prediction generated by a Pre-IAWD algorithm based on dynamically measured factors, such as a current work load of each agent, a priority of the work, and an experience level and skill set of each agent. A Proactive IAWD (Pro-IAWD) reassigns work initially assigned to agents by the Pre-IAWD based on a set of predetermined rules, to maintain an equitable work load across the agent group.
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