Patent ID: 7457403
Filing Date: 2008-11-25
Classification: H04M

Abstract:
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.