CA2227734A1 - Waiting-call selection based on anticipated wait times - Google Patents

Waiting-call selection based on anticipated wait times

Info

Publication number
CA2227734A1
CA2227734A1 CA2227734A CA2227734A CA2227734A1 CA 2227734 A1 CA2227734 A1 CA 2227734A1 CA 2227734 A CA2227734 A CA 2227734A CA 2227734 A CA2227734 A CA 2227734A CA 2227734 A1 CA2227734 A1 CA 2227734A1
Authority
CA
Canada
Prior art keywords
call
agent
time
anticipated
waiting
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Granted
Application number
CA2227734A
Other languages
French (fr)
Other versions
CA2227734C (en
Inventor
Andrew D. Flockhart
Robin H. Foster
Joylee E. Kohler
Eugene P. Mathews
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Nokia of America Corp
Original Assignee
Lucent Technologies Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Lucent Technologies Inc filed Critical Lucent Technologies Inc
Publication of CA2227734A1 publication Critical patent/CA2227734A1/en
Application granted granted Critical
Publication of CA2227734C publication Critical patent/CA2227734C/en
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5233—Operator skill based call distribution
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5238—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with waiting time or load prediction arrangements

Abstract

The maximum wait time for callers in a call center (FIG. 10) is lowered by selecting, for an agent (25) who has just become available to handle a call, a highest-priority waiting call that would most likely wait the longest if it were not selected at this time. Anticipated wait times are computed for the calls at the heads of the non-empty highest-priority call queues that correspond to the agent's skills or splits (202-210). The anticipated wait time of a call is computed as the call's present (elapsed) wait time plus the average rate of advance of calls in the call's queue (210).
The call with the longest anticipated wait time is then selected first and is assigned to the available agent for handling (212-216). The process is repeated each time that any agent becomes available.
CA002227734A 1997-03-07 1998-01-22 Waiting-call selection based on anticipated wait times Expired - Fee Related CA2227734C (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US08/813,513 US5905793A (en) 1997-03-07 1997-03-07 Waiting-call selection based on anticipated wait times
US08/813,513 1997-03-07

Publications (2)

Publication Number Publication Date
CA2227734A1 true CA2227734A1 (en) 1998-09-07
CA2227734C CA2227734C (en) 2000-04-18

Family

ID=25212601

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002227734A Expired - Fee Related CA2227734C (en) 1997-03-07 1998-01-22 Waiting-call selection based on anticipated wait times

Country Status (5)

Country Link
US (1) US5905793A (en)
EP (1) EP0863650A3 (en)
JP (1) JP3350436B2 (en)
KR (1) KR19980080016A (en)
CA (1) CA2227734C (en)

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CA2227734C (en) 2000-04-18
JP3350436B2 (en) 2002-11-25

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