Call management system using dynamic threshold adjustment
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United States of America Patent
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May 25, 2004
Grant Date -
N/A
app pub date -
Jan 27, 2000
filing date -
Jan 27, 2000
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A call center includes functionality for dynamically varying a threshold value associated with each of a number of different call types (i.e., skills) to be handled by the call center. A group of agents and a group of reserve agents are provided within the call center for use in handling incoming calls. A dedicated subgroup of agents is assigned to service each of the call types in the call center. In addition, one or more reserve agents are assigned to service a particular call type when an expected wait time associated with the call type exceeds a threshold value. The threshold value associated with each call type is dynamically adjusted during call center operation based on a measured service level being provided to a corresponding call type. In one embodiment, the threshold value for a call type is adjusted based on a comparison between a measured service level and a predetermined service level target associated with the call type.
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