Real-time transaction routing augmented with forecast data and agent schedules
First Claim
1. A method of distributing transactions among a plurality of transaction processing systems, the method comprising:
- measuring actual handling resources associated with each of a plurality of transaction processing systems for a first time interval;
identifying scheduled handling resources for each of the plurality of transaction processing systems for the first time interval;
calculating estimated handling resources for each of the plurality of transaction processing systems for a time after the first time interval based upon the actual handling resources and the scheduled handling resources;
determining transaction allocations for each of the transaction processing systems based upon the estimated handling resources;
receiving a routing query from a network interface; and
responsive to the routing query, communicating a routing decision to the network interface based upon the transaction allocations.
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Accused Products
Abstract
A method and apparatus are provided for performing real-time transaction routing augmented with forecast data and agent schedules. According to one aspect of the present invention, transactions are distributed among multiple transaction processing systems using both scheduled and actual handling resources. Actual handling resources associated with each of the transaction processing systems, such as automatic call distributors (ACDs), is measured at time t. Scheduled handling resources associated with each of the transaction processing systems for time t are also are 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. Based upon the estimated handling resources, transaction allocations for each of the transaction processing systems is determined. Finally, responsive to a routing query from a network interface, a routing decision is communicated to the network interface based upon the transaction allocations. 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 a transaction routing controller coupled to the WAN. Each of the call centers includes a transaction processing system. The transaction routing controller is configured to calculate allocation percentages for each of the call centers based upon scheduled staffing levels and actual staffing level information received from the transaction processing systems. The transaction routing controller is additionally configured to load balance incoming calls according to the allocation percentages.
241 Citations
43 Claims
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1. A method of distributing transactions among a plurality of transaction processing systems, the method comprising:
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measuring actual handling resources associated with each of a plurality of transaction processing systems for a first time interval;
identifying scheduled handling resources for each of the plurality of transaction processing systems for the first time interval;
calculating estimated handling resources for each of the plurality of transaction processing systems for a time after the first time interval based upon the actual handling resources and the scheduled handling resources;
determining transaction allocations for each of the transaction processing systems based upon the estimated handling resources;
receiving a routing query from a network interface; and
responsive to the routing query, communicating a routing decision to the network interface based upon the transaction allocations. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
determining a relationship between the actual handling resources and the scheduled handling resources; and
wherein calculating estimated handling resources includes projecting estimated handling resources based upon the relationship.
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4. The method of claim 3, wherein determining a relationship comprises determining a ratio between the actual handling resources and the scheduled handling resources.
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5. The method of claim 1, further comprising applying weighting factors to the actual handling resources and the scheduled handling resources.
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6. The method of claim 1, further comprising:
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determining call rate capacities for each of the transaction processing systems based upon the estimated handling resources and a desired service level; and
wherein determining transaction allocations includes determining transaction allocations for each of the transaction processing systems based upon the call rate capacities.
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7. The method of claim 1, further comprising:
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determining call rate capacities for each of the transaction processing systems based upon the estimated handling resources and one or more cost constraints; and
wherein determining transaction allocations includes determining transaction allocations for each of the transaction processing systems based upon the call rate capacities.
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8. The method of claim 1, farther comprising determining call rate capacities for each of the transaction processing systems based upon the estimated handling resources and historical call data;
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wherein determining transaction allocations includes determining transaction allocations for each of the transaction processing systems based upon the call rate capacities.
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9. A method of distributing transactions among a plurality of transaction processing systems, the method comprising:
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identifying actual handling resources associated with each of a plurality of transaction processing systems at a first time interval;
identifying scheduled handling resources for each of the plurality of transaction processing systems at a time after the first time interval;
calculating estimated handling resources for each of the plurality of transaction processing systems based upon the actual handling resources and the scheduled handling resources; and
distributing transactions among the plurality of transaction processing systems by producing routing decisions based upon the estimated handling resources for each of the plurality of transaction processing systems. - View Dependent Claims (10, 11)
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12. A method of distributing transactions among a plurality of transaction processing systems, the method comprising:
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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 a first time;
calculating estimated handling resources for each of the plurality of transaction processing systems at a second later time based upon the ratio and scheduled handling resources at the second later time for each of the plurality of transaction processing systems; and
causing transactions to be distributed among the plurality of transaction processing systems based upon the estimated handling resources.
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13. A method of distributing transactions among a plurality of transaction processing systems, the method comprising:
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determining a relationship between actual handling resources for a first time interval that are associated with each of a plurality of transaction processing systems and corresponding 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 based upon the relationship and scheduled handling resources for a time after the first time interval for each of the plurality of transaction processing systems; and
causing transactions to be distributed among the plurality of transaction processing systems based upon the estimated handling resources. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20, 21)
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21. The method of claim 20, wherein l(t) is a linear approximation of d(t), where,
d(t)=r(t)− - f(t), and
r(t) represents the actual handling resources at time t.
- f(t), and
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22. A virtual transaction processing center comprising:
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a plurality of transaction processing centers coupled to a WAN, each of the plurality of transaction processing centers comprising a transaction processing system; and
a transaction routing controller coupled to the WAN, the transaction routing controller configured to calculate allocation percentages for the plurality of transaction processing centers based upon scheduled staffing levels and actual staffing level information received from the transaction processing systems, the transaction routing controller further configured to load balance incoming transactions according to the allocation percentages. - View Dependent Claims (23, 24)
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25. A machine-readable medium having stored thereon data representing sequences of instructions, the sequences of instructions, when executed by a machine causing the machine to perform the steps of:
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measuring actual handling resources associated with each of a plurality of transaction processing systems at a first time interval;
identifying scheduled handling resources for each of the plurality of transaction processing systems at the first time interval;
calculating estimated handling resources for each of the plurality of transaction processing systems for a time after the first time interval based upon the actual handling resources and the scheduled handling resources;
determining transaction allocations for each of the transaction processing systems based upon the estimated handling resources;
receiving a routing query from a network interface; and
responsive to the routing query, communicating a routing decision to the network interface based upon the transaction allocations. - View Dependent Claims (26, 27, 28, 29, 30, 31, 32)
determining a relationship between the actual handling resources and the scheduled handling resources; and
wherein said calculating estimated handling resources includes projecting estimated handling resources based upon the relationship.
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28. The machine-readable medium of claim 25, wherein determining a relationship comprises determining a ratio between the actual handling resources at the first time interval and the corresponding scheduled handling resources.
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29. The machine-readable medium of claim 25, wherein the sequences of instructions, when executed, further cause the machine to perform the step of applying weighting factors to the actual handling resources and the scheduled handling resources.
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30. The machine-readable medium of claim 25, wherein the sequences of instructions, when executed, further cause the machine to perform the step of determining call rate capacities for each of the transaction processing systems based upon the estimated handling resources and a desired service level.
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31. The machine-readable medium of claim 25, wherein the sequences of instructions, when executed, further cause the machine to perform the step of determining call rate capacities for each of the transaction processing systems based upon the estimated handling resources and one or more cost constraints.
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32. The machine-readable medium of claim 25, wherein the sequences of instructions, when executed, further cause the machine to perform the step of determining call rate capacities for each of the transaction processing systems based upon the estimated handling resources and historical call data.
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33. A machine-readable medium having stored thereon data representing sequences of instructions, the sequences of instructions, when executed by a machine, causing the machine to perform the steps of:
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identifying actual handling resources associated with each of a plurality of transaction processing systems at a first time interval;
identifying scheduled handling resources for each of the plurality of transaction processing systems at a time after the first time interval;
calculating estimated handling resources for each of the plurality of transaction processing systems based upon the actual handling resources and the scheduled handling resources; and
distributing transactions among the plurality of transaction processing systems by producing routing decisions based upon the estimated handling resources for each of the plurality of transaction processing systems. - View Dependent Claims (34, 35)
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36. A machine-readable medium having stored thereon data representing sequences of instructions, the sequences of instructions, when executed by a machine, causing the machine to perform the steps of:
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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 a first time;
calculating estimated handling resources for each of the plurality of transaction processing systems at a second later time based upon the ratio and scheduled handling resources at the second later time for each of the plurality of transaction processing systems; and
causing transactions to be distributed among the plurality of transaction processing systems based upon the estimated handling resources.
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37. A machine-readable medium having stored thereon data representing sequences of instructions, the sequences of instructions, when executed by a machine, causing the machine to perform the steps of:
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determining a relationship between actual handling resources for a first time interval associated with each of a plurality of transaction processing systems and corresponding 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 based upon the relationship and scheduled handling resources for a time after the first time interval for each of the plurality of transaction processing systems; and
causing transactions to be distributed among the plurality of transaction processing systems based upon the estimated handling resources. - View Dependent Claims (38, 39, 40, 41, 42, 43)
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Specification