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Methods and apparatus for processing of communications in a call center based on variable rest period determinations

  • US 6,563,920 B1
  • Filed: 12/15/1999
  • Issued: 05/13/2003
  • Est. Priority Date: 12/15/1999
  • Status: Expired due to Fees
First Claim
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1. A method of processing communications in a call center, the call center providing for a given agent, in addition to scheduled breaks, variable rest periods for the given agent between servicing of communications by that agent, the method comprising the steps of:

  • determining a rest period for the given agent, based at least in part on one or more of (i) an agent occupancy level and (ii) which of a plurality of designated service states is associated with at least one of a particular skill and a particular type of communication supported by the agent, a set of rest periods being associated with each of the service states and including at least one specified rest period for each of a plurality of agent occupancy levels, a given one of the rest periods thereby being determinable based on agent occupancy level and service state, wherein the plurality of service states comprise at least first, second and third service states corresponding to a first service level, a second service level representative of an over-service condition relative to the first service level, and a third service level representative of an under-service condition relative to the first service level, respectively; and

    processing the communications in the call center such that communications are not handled by the given agent for at least a portion of the determined rest period.

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