Method and system for scheduling a customer service callback
First Claim
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1. A method of scheduling a callback time for customer service, the method including:
- calculating estimated handling resources for a customer interaction system;
forecasting a customer service transaction workload for the estimated handling resources of the customer interaction system; and
determining the scheduled callback time based upon the estimated handling resources and the forecasted customer service transaction workload.
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Abstract
A method and system for scheduling a callback time for customer service. The system calculates estimated handling resources for a customer interaction system (14) and forecasts a customer service transaction workload for the estimated handling resources of the customer interaction system (14). The system then determines the scheduled callback time based upon the estimated handling resources and the forecasted customer service transaction workload.
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Citations
85 Claims
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1. A method of scheduling a callback time for customer service, the method including:
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calculating estimated handling resources for a customer interaction system;
forecasting a customer service transaction workload for the estimated handling resources of the customer interaction system; and
determining the scheduled callback time based upon the estimated handling resources and the forecasted customer service transaction workload. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42)
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43. A system for scheduling a callback time for customer service, the system including:
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a tracking module to calculate estimated handling resources for a customer interaction system;
a forecasting module to forecast a customer service transaction workload for the estimated handling resources of the customer interaction system; and
a callback module to determine the callback time based upon the estimated handling resources and the forecasted customer service transaction workload. - View Dependent Claims (44, 45, 46, 47, 48, 49, 50, 51, 52, 53, 54, 55, 56, 57, 58, 59, 60, 61, 62, 63, 64, 65, 66, 67, 68, 69, 70, 71, 72, 73, 74, 75, 76, 77, 78, 79, 80, 81, 82, 83)
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84. A machine readable medium storing a set of instructions that, when executed by a machine, cause the machine to:
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calculate estimated handling resources for a customer interaction system;
forecast a customer service transaction workload for the estimated handling resources of the customer interaction system; and
determine the callback time based upon the estimated handling resources and the forecasted customer service transaction workload.
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85. A system to schedule a callback time for customer service, the system including:
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a first means for calculating estimated handling resources for a customer interaction system;
a second means for forecasting a customer service transaction workload for the estimated handling resources of the customer interaction system; and
a third means for determining the callback time based upon the estimated handling resources and the forecasted customer service transaction workload.
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Specification