Staffing-based percentage-allocation routing using real-time data
First Claim
1. A method of distributing transactions among a plurality of transaction processing systems, the method comprising the steps of:
- identifying actual handling resources associated with each of a plurality of transaction processing systems at time t;
identifying scheduled handling resources for each of the plurality of transaction processing systems at time t+n;
calculating estimated handling resources for each of the plurality of transaction processing systems at time t+n based upon the actual handling resources and the scheduled handling resources; and
causing transactions to be distributed among the plurality of transaction processing systems based upon the estimated handling resources for each of the plurality of transaction processing systems.
16 Assignments
0 Petitions
Accused Products
Abstract
A method and apparatus are provided for performing staffing-based percentage-allocation routing using real-time data. According to one aspect of the present invention, transaction allocation is determined using both scheduled and actual handling resources. Actual handling resources associated with each of several transaction processing systems, such as automatic call distributors (ACDs), are measured at times t and t+n. Scheduled handling resources associated with each of the transaction processing systems for times t and t+n are also identified. Then, estimated handling resources are calculated for each of the transaction processing systems for time t+n based upon the actual handling resources and the scheduled handling resources. Finally, based upon the estimated handling resources, transaction allocations for each of the transaction processing systems are determined. According to another aspect of the present invention, a virtual call center is provided. The virtual call center includes a wide area network (WAN), multiple call centers coupled to the WAN, and an allocation controller coupled to the WAN. Each of the call centers includes a transaction processing system. The allocation controller is configured to calculate allocation sets for one or more forecast periods based upon scheduled staffing levels and actual staffing level information received from the transaction processing systems. The allocation sets include percent allocations for each of the transaction processing systems. The allocation controller is additionally configured to balance call distribution among the transaction processing systems by uploading the allocation sets to an inter-exchange carrier interface.
146 Citations
12 Claims
-
1. A method of distributing transactions among a plurality of transaction processing systems, the method comprising the steps of:
-
identifying actual handling resources associated with each of a plurality of transaction processing systems at time t;
identifying scheduled handling resources for each of the plurality of transaction processing systems at time t+n;
calculating estimated handling resources for each of the plurality of transaction processing systems at time t+n based upon the actual handling resources and the scheduled handling resources; and
causing transactions to be distributed among the plurality of transaction processing systems based upon the estimated handling resources for each of the plurality of transaction processing systems. - View Dependent Claims (2, 3)
-
-
4. A method of distributing transactions among a plurality of transaction processing systems, the method comprising the steps of:
-
determining a ratio of actual handling resources associated with each of a plurality of transaction processing systems to scheduled handling resources for each of the plurality of transaction processing systems at time t;
calculating estimated handling resources for each of the plurality of transaction processing systems at time t+n based upon the ratio and scheduled handling resources for each of the plurality of transaction processing systems at time t+n; and
causing transactions to be distributed among the plurality of transaction processing systems based upon the estimated handling resources.
-
-
5. A method of distributing transactions among a plurality of transaction processing systems, the method comprising the steps of:
-
determining a relationship between actual handling resources associated with each of a plurality of transaction processing systems and scheduled handling resources for each of the plurality of transaction processing systems;
calculating estimated handling resources for each of the plurality of transaction processing systems at time t based upon the relationship and scheduled handling resources for each of the plurality of transaction processing systems at time t; and
causing transactions to be distributed among the plurality of transaction processing systems based upon the estimated handling resources. - View Dependent Claims (6, 7, 8, 9, 10, 11, 12)
-
Specification