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Using web page hit statistics to anticipate call center traffic

  • US 6,188,673 B1
  • Filed: 09/02/1997
  • Issued: 02/13/2001
  • Est. Priority Date: 09/02/1997
  • Status: Expired due to Term
First Claim
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1. A communications system comprising:

  • a server for a client-server data network that includes the server and a plurality of clients of the server wherein the server provides the clients with items of information requested by the clients;

    a call center for receiving calls relating to the items of information from the clients via a telephone network and handling the calls;

    a communications connection connecting the server with the call center;

    the server being responsive to receiving requests from clients for items of information including page request that are not request for calls to the call center by sending notifications of the requests via the communications connection to the call center; and

    the call center being responsive to receiving the notifications by storing the received notifications for use in predicting a volume of calls to be handled by the call center and staffing the call center in anticipation of the predicted volume of calls.

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