Predictive calling scheduling system and method

• US 5,561,711 A
• Filed: 03/09/1994
• Issued: 10/01/1996
• Est. Priority Date: 03/09/1994
• Status: Expired due to Term

• Current Assignee: Qwest Communications International Incorporated (Lumen Technologies, Inc.)
• Original Assignee: West Hill Technology Counsel, Inc.
• Inventors: Muller, Michael J.
• Primary Examiner(s): Zele, Krista M.
• Assistant Examiner(s): PRESSON, THOMAS
• Application Number:
  US08/208,767
• Time in Patent Office: 937 Days
• Field of Search: 379/218, 379/266, 379/265, 379/309, 379/67, 379/88, 379/84, 379/213, 379/214
• US Class Current: 379/266.08
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26

Abstract

A predictive scheduling system and method for assigning a telephone call to a telephone agent. The system includes processing and switching equipment capable of implementing the method steps of generating a plurality of signals representing selected parameters for each of the plurality of agents and for the call, and processing the signals to select an agent, at the time the call is received, to handle the call. The system also implements the method steps of routing the call to an automated dialog system using pre-recorded voice communications from the selected agent, and routing the call to the selected agent.

Claims

1. A predictive scheduling method for assigning a telephone call to one of the plurality of telephone agents, the method comprising:

generating a plurality of signals representing selective parameters for each of the plurality of agents and for the call;

processing the signals to select an agent to handle the call, said processing including

calculating the likelihood of availability for each of the plurality of agents based on the plurality of signals representing the selected parameters for each of the plurality of agents and for the call, said calculating including continually updating the likelihood of availability for handling a call, and

selecting the agent having, at the time the call is received, the greatest calculated likelihood of availability;

routing the call to an automated dialog system comprising pre-recorded voice communications from the selected agent; and

routing the call to the selected agent.

2. The method of claim 1 further comprising, after routing the call to the automated dialog system, routing the call to a caller queue until the selected agent is available.

3. The method of claim 1 wherein processing the signals further comprises:

determining an agent idle time factor;

determining an agent call time factor; and

determining an agent average work time factor.

4. The method of claim 3 wherein processing the signals further comprises:

determining an agent scaling factor; and

determining a call duration factor.

5. The method of claim 3 wherein calculating the likelihood of availability for each of the plurality of agents comprises:

adding the agent idle time factor and the agent call time factor; and

subtracting the agent average work time factor from the sum of the agent idle time factor and the agent call time factor.

6. The method of claim 4 wherein calculating the likelihood of availability for each of the plurality of agents comprises:

adding the agent idle time factor, the agent call time factor and the agent scaling factor; and

subtracting the agent average work time factor and the call duration factor from the sum of the agent idle time factor, the agent call time factor and the agent scaling factor.

7. The method of claim 1 wherein processing the signals comprises:

estimating the duration of a first portion of the call handled by the automated dialog system;

predicting, in advance of the automated dialog system portion of the call, the identity of one of the plurality of agents to handle the call based on the estimated duration of the automated dialog system portion of the call;

assigning the call to the identified agent in advance of the automated dialog system portion of the call based on the identity of the one of a plurality of telephone agents predicted;

generating the automated dialog system portion of the call using pre-recorded voice communications from the identified agent.

8. A predictive scheduling system for assigning a telephone call to one of a plurality of telephone agents, the system comprising:

means for generating a plurality of signals representing selected parameters for each of the plurality of agents and for the call;

means for processing the signal to select an agent to handle the call, said processing means including

means for calculating the likelihood of availability for each of the plurality of agents based on the plurality of signals representing selected parameters for each of the plurality of agents and for the call, said calculating means including means for continually updating the likelihood of availability for handling a call, and

means for selecting the agent having, at the time the call is received, the greatest calculated likelihood of availability;

means for routing the call to an automated dialog system comprising pre-recorded voice communications from the selected agent; and

means for routing the call to the selected agent.

9. The system of claim 8 further comprising means for routing the call to a caller queue until the selected agent is available.

10. The system of claim 8 wherein the means for processing the signals further comprises:

means for determining an agent idle time factor;

means for determining an agent call time factor; and

means for determining an agent average work time factor.

11. The system of claim 10 wherein the means for processing the signals further comprises:

means for determining an agent scaling factor; and

means for determining a call duration factor.

12. The system of claim 10 wherein the means for calculating the likelihood of availability for each of the plurality of agents comprises:

means for adding the agent idle time factor and the agent call time factor; and

means for subtracting the agent average work time factor from the sum of the agent idle time factor and the agent call time factor.

13. The system of claim 11 wherein the means for calculating the likelihood of availability for each of the plurality of agents comprises:

means for adding the agent idle time factor, the agent call time factor and the agent scaling factor; and

means for subtracting the agent average work time factor and the call duration factor from the sum of the agent idle time factor, the agent call time factor and the agent scaling factor.

14. The system of claim 8 wherein the means for processing the signals comprises:

means for estimating the duration of a first portion of the call handled by the automated dialog system;

means for predicting, in advance of the automated dialog system portion of the call, the identity of one of the plurality of agents to handle the call based on the estimated duration of the automated dialog system portion of the call;

means for assigning the call to the identified agent in advance of the automated dialog system portion of the call based on the identity of the one of a plurality of telephone agents predicted;

means for generating the automated dialog system portion of the call using pre-recorded voice communications from the identified agent.