Contact center autopilot algorithms
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United States of America Patent
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Feb 15, 2005
Grant Date -
May 22, 2003
app pub date -
Sep 24, 2001
filing date -
Sep 24, 2001
priority date (Note) -
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Abstract
A method and apparatus are provided for dynamically reassigning agents among call types in a call distribution system having a plurality of agents assigned to a plurality of call types. The method includes the steps of detecting a deficiency in agent responsibility assigned to a call type of the plurality of call types based upon a measured service parameter and corresponding target service parameter and determining an agent allocation among the plurality of call types best suited to correct the deficiency.
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