Patent ID: 6741698
Filing Date: 2004-05-25
Classification: H04M

Abstract:
A method for managing incoming calls in a call center, comprising:(a) providing, from a plurality of agents, a first subgroup of agents assigned to service call types in a first set of call types and a second subgroup of agents assigned to service call types in a second set of call types, wherein at least one member of the first and second sets of call types is different and at least one member of the first and second subgroup of agents is different, and wherein each of the first and second sets of call types has a corresponding predetermined service level target; (b) determining a first level of service being provided to the first set of call types; (c) comparing the first level of service with a first service level target corresponding to the first set of call types; (d) when the first level of service exceeds the first service level target, increasing a first threshold value associated with the first set of call types; (e) when the first level of service does not exceed the first service level target, decreasing the first threshold value; (f) determining a first wait time associated with the first types of calls; (g) comparing the first wait time with the first threshold value; and (h) assigning an additional agent to the first subgroup of agents when the first wait time exceeds the first threshold value.