Customer service request allocations based upon real-time data and forecast data

• US 6,850,613 B2
• Filed: 06/17/2003
• Issued: 02/01/2005
• Est. Priority Date: 08/27/1999
• Status: Expired due to Term

• Current Assignee: Aspect Communications Corporation (Alvaria Incorporated)
• Original Assignee: Aspect Communications Corporation (Alvaria Incorporated)
• Inventors: Hayes, Robert, Sorensen, Gary, Rafter, John, Komissarchik, Edward, McPartlan, Kevin, Glassman, David, McElroy, Katherine, O'Brien, Lauren
• Primary Examiner(s): TIEU, BENNY QUOC
• Application Number:
  US10/464,305
• Publication Number:
  US 20030215083A1
• Time in Patent Office: 595 Days
• Field of Search: 379/219, 379/220.01, 379/265.02, 379/265.03, 379/265.05, 379/266.08, 379/221.06, 379/309, 705 7- 11, 705/26
• US Class Current: 379/265.02
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

A method and apparatus for performing customer service request allocations based upon real-time data and forecast data, calculates estimated handling resources for each of the transaction processing systems based upon actual handling resources and scheduled handling resources. Customer service transaction workloads are forecasted for the handling resources for each of the transaction processing systems. Then, customer service request allocations are determined using estimated handling resources and the forecasted customer service transaction workload.

Claims

1. A method of allocating customer service requests, the method including:

calculating estimated handling resources for each of the plurality of transaction processing systems based upon actual handling resources and scheduled handling resources;

forecasting a customer service transaction workload for the estimated handling resources for each of the plurality of transaction processing systems; and

determining customer service request allocations for each of the transaction processing systems based upon the estimated handling resources and the forecasted customer service transaction workload.

2. The method of claim 1, wherein the actual handling resources are measured at a first time instance.

3. The method of claim 2, wherein the scheduled handling resources associated with each of the plurality of transaction processing systems is identified at the first time instance and a second time instance.

4. The method of claim 1, further including:

determining a relationship between the actual handling resources and the scheduled handling resources,

wherein the calculating of the estimated handling resources for each of the plurality of transaction processing systems based upon the actual handling resources and the scheduled handling resources includes projecting estimated handling resources based upon the relationship.

5. The method of claim 4, wherein the determining of the relationship between the actual handling resources and the scheduled handling resources includes determining a user-defined relationship between the actual handling resources and the scheduled handling resources.

6. The method of claim 1, wherein at least a portion of the customer service transaction workload for the estimated handling resources originates from call-by-call routing.

7. The method of claim 1, wherein the customer service request allocations among the plurality of transaction processing systems include allocations based upon a user-defined fixed allocation associated with one or more of the plurality of transaction processing systems.

8. The method of claim 7, wherein the user-defined fixed allocation is a fixed allocation percentage associated with one or more of the plurality of transaction processing systems.

9. The method of claim 1, wherein the determining of the customer service request allocations for each of the transaction processing systems includes determining a percentage of transactions to be allocated to each of the transaction processing systems.

10. The method of claim 1, including applying weighting factors to the actual handling resources and the scheduled handling resources.

11. The method of claim 1, including determining call rate capacities for each of the transaction processing systems based upon the estimated handling resources and a desired service level.

12. The method of claim 1, including determining call rate capacities for each of the transaction processing systems based upon the estimated handling resources and one or more cost constraints.

13. The method of claim 1, including determining call rate capacities for each of the transaction processing systems based upon the estimated handling resources and historical call data.

14. A method including:

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 at a first time instance; and

calculating estimated handling resources for each of the plurality of transaction processing systems at a second time instance based upon the relationship and scheduled handling resources for each of the plurality of transaction processing systems at the second time instance.

15. The method of claim 14, wherein determining the 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 includes determining a ratio of the actual handling resources to the scheduled handling resources.

16. The method of claim 14, wherein determining the 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 includes determining a trend of the deviation of the actual handling resources from the scheduled handling resources.

17. A system for allocating customer service requests, the system including:

a wide area network (WAN);

a plurality of call centers coupled to the WAN, each of the plurality of call centers comprising a transaction processing system; and

an allocation controller coupled to the WAN, the allocation controller configured to calculate estimated handling resources for each of the plurality of transaction processing systems based upon actual handling resources and scheduled handling resources, to forecast a customer service transaction workload for the estimated handling resources for each of the plurality of transaction processing systems, and to determine customer service request allocations for each of the transaction processing systems based upon the estimated handling resources and forecasted customer service transaction workload.

18. A machine-readable medium storing a sequence of instructions that, when executed by a machine, cause the machine to:

calculate estimated handling resources for each of the plurality of transaction processing systems based upon actual handling resources and scheduled handling resources;

forecast a customer service transaction workload for the estimated handling resources for each of the plurality of transaction processing systems; and

determine customer service request allocations for each of the transaction processing systems based upon the estimated handling resources and forecasted customer service transaction workload.