Method and apparatus for determining a real time average speed of answer in an automatic call distribution system
First Claim
1. A method of automatically updating a real time average speed of answer (RASA) for a number of calls received by an Automatic Call Distribution system (ACD) during a set time interval, the method comprising the steps of:
- computing a current average speed of answer, SA, for the number of calls received by the ACD during the set time interval, by dividing total waiting time to answer for the calls by the number of calls;
scaling the current SA by a weight factor W; and
updating the real time average speed of answer (RASA) by scaling a previous RASA by a weight factor (1−
W), and augmenting it by the scaled current SA to provide an updated real-time average speed of answer and applying the updated real-time average speed of answer to control handling of the calls received by the ACD.
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Abstract
A method is provided for automatically updating a “Real Time” Average Speed of Answer, RASA, for a number of calls received by an automatic call distributor, ACD, during a set interval. This “real time” average speed of answer may be determined across a sliding time window via moving averages and exponential smoothing. The method includes the steps of computing a current average Speed of Answer, SA, for the number of calls received by the ACD during the set time interval, by dividing total waiting time to answer for these calls by the number of calls and scaling the current SA by a weight factor W. The real time average speed of answer, RASA, is updated by scaling a previous RASA by the unity complement of W, i.e. (1−W), and augmenting it by the scaled current SA.
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Citations
36 Claims
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1. A method of automatically updating a real time average speed of answer (RASA) for a number of calls received by an Automatic Call Distribution system (ACD) during a set time interval, the method comprising the steps of:
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computing a current average speed of answer, SA, for the number of calls received by the ACD during the set time interval, by dividing total waiting time to answer for the calls by the number of calls; scaling the current SA by a weight factor W; and updating the real time average speed of answer (RASA) by scaling a previous RASA by a weight factor (1−
W), and augmenting it by the scaled current SA to provide an updated real-time average speed of answer and applying the updated real-time average speed of answer to control handling of the calls received by the ACD. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13)
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14. A system for automatically updating a real time average speed of answer, RASA, for a number of calls received by an Automatic Call Distribution system, ACD, during a set time interval, the system comprising:
- means for evaluating a current average speed of answer, SA, for the number of calls received by the ACD during the set time interval, by dividing total waiting time to answer for the calls by the number of calls;
means for scaling the current SA by a weight factor W; and means for determining the real time average speed of answer, RASA, by scaling a previous RASA by a weight factor (I−
W), and augmenting it by the scaled current SA to provide an updated RASA and applying the updated RASA to control handling of the calls received by the ACD. - View Dependent Claims (15, 16, 17, 18, 19, 20, 21, 22, 23)
- means for evaluating a current average speed of answer, SA, for the number of calls received by the ACD during the set time interval, by dividing total waiting time to answer for the calls by the number of calls;
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24. A computer-readable medium having computer executable instructions for performing a method of automatically updating a real time average speed of answer, RASA, for a number of calls received by an Automatic Call Distribution system, ACD, during a set time interval, the method comprising the steps of:
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computing a current average speed of answer, SA, for the number of calls received by the ACD during the set time interval, by dividing total waiting time to answer for the calls by the number of calls; scaling the current SA by a weight factor W; and
updating the real time average speed of answer, RASA, by scaling a previous RASA by a weight factor (1−
W), and augmenting it by the scaled current SA to provide an updated RASA and applying the updated RASA to control handling of calls received by the ACD. - View Dependent Claims (25, 26, 27, 28, 29, 30)
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31. A system for performing the method of automatically updating a real time average speed of answer, RASA, for a number of calls received by an ACD, the system comprising:
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at least one processor programmed to compute a current average speed of answer, SA, for the number of calls received by the ACD during the set time interval, by dividing total waiting time to answer for the calls by the number of calls;
scale the current SA by a weight factor W; and
update the real time average speed of answer (RASA) by scaling a previous RASA by a weight factor (1−
W), and augmenting it by the scaled current SA to provide an updated RASA; andmemory in which the updated RASA are stored for use in handling of the calls received by the ACD. - View Dependent Claims (32, 33, 34, 35, 36)
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Specification