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Real-time transaction routing augmented with forecast data and agent schedules

  • US 6,744,878 B1
  • Filed: 03/02/2000
  • Issued: 06/01/2004
  • Est. Priority Date: 03/02/1999
  • Status: Expired due to Term
First Claim
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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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