EP1011256A2
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EP
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Adjustment of call selection to achieve target values for interval-based performance metrics in a call center
Assignee: Nokia of America Corp
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Filing: 1999-12-07
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Granted: —
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Expires: 2019-12-07
Abstract
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.
Inventors
- 👤 David C. Bengtson
- 👤 James E. Ertel
- 👤 Robin H. Foster
- 👤 Eugene P. Mathews
Bibliographic Details
Application Number
—
Jurisdiction
EP
Data Source
google_patents
Last Synchronized
2026-11-06 15:16
CPC Classifications
H; H04; H04L; H04L12/00; H04L12/66; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/523
Claims Analysis
Total Claims: 13
Claim 1
Independent Claim
75 words
A method of controlling a selection process for selecting
communications for delivery to one of a plurality of agents in a call center, the method
comprising the steps of: storing information regarding a target value of at least one interval-based
performance metric for a specified interval; and adjusting the selection process based at least in part on a comparison of a
value of the metric actually achieved during the interval to the stored target value.
Claim 2
Independent Claim
73 words
An apparatus for controlling a communication selection process in a
call center, the apparatus comprising: a memory for storing information regarding a target value of at least one
interval-based performance metric for a specified interval; and a processor coupled to the memory and operative to adjust the selection
process based at least in part on a comparison of a value of the metric actually achieved
during the interval to the stored target value.
Claim 3
Dependent Claim
37 words
The method of claim 1 or the apparatus of claim 2, wherein the at
least one interval-based performance metric comprises at least one of an average speed
of answering metric and a percent in service level metric.
Claim 4
Dependent Claim
59 words
The method of claim 1 or the apparatus of claim 2, wherein the
method or the processor serves to alter a service objective of the selection process at a
designated point in the interval if the value of the metric actually achieved to that point
in the interval will not allow achievement of the target value within the interval.
Claim 5
Dependent Claim
57 words
The method or apparatus of claim 4, wherein the adjusting step or
processor is operative to alter a service objective of the selection process at a designated
point in the interval if the value of the metric actually achieved to that point in the
interval differs significantly from a target value of the metric for the interval.
Claim 6
Dependent Claim
43 words
The method of claim 1, or apparatus of claim 2, wherein the adjusting
step or the processor is further operative to determine a penalty for missing the stored
target value, and adjusting the selection process based at least in part on the penalty.
Claim 7
Dependent Claim
68 words
The method of claim 1, or the apparatus of claim 2, wherein the
adjusting step or the processor is further operative to adjust the selection process at a
plurality of designated points during the interval based at least in part on a comparison
of a value of the metric actually achieved at a given one of the plurality of points during
the interval to the stored target value.
Claim 8
Dependent Claim
23 words
The method or apparatus of claim 7, wherein the time between at least
a subset of pairs of the designated points is variable.
Claim 9
Dependent Claim
29 words
The method or apparatus of claim 8, wherein the time between the
designated points decreases from an initial portion of the interval to a later portion of
the interval.
Claim 10
Dependent Claim
21 words
The method or apparatus of claim 7, wherein the time between each
pair of the designated points is a predetermined constant.
Claim 11
Dependent Claim
83 words
The method of claim 1, or the apparatus of claim 2, further including
the step of comparing the value of the metric actually achieved during the interval to the
stored target value after each of a plurality of groups of one or more communications is
processed, or the processor is further operative to compare the value of the metric
actually achieved during the interval to the stored target value after each of a plurality of
groups of one or more communications is processed.
Claim 12
Dependent Claim
39 words
The method of claim 1, or the apparatus of claim 2 wherein the
adjusting step or the processor is operative to adjust at least one overload threshold
which controls when one or more reserve agents begin to take calls.
Claim 13
Dependent Claim
69 words
An article of manufacture containing call center software which,
when executed in a processor, causes the processor to perform the steps of: storing information regarding a target value of at least one interval-based
performance metric for a specified interval; and adjusting a communication selection process based at least in part on a
comparison of a value of the metric actually achieved during the interval to the stored
target value.
References Cited (Backward Citations)
No citation records indexed.
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