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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
First Claim
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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.

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