METHOD, APPARATUS, AND COMPUTER-READABLE MEDIUM FOR MANAGING CONCURRENT COMMUNICATIONS IN A NETWORKED CALL CENTER
Patent №
US 11,736,615
Granted
2023-08-22
Filed 2021
Owner
TALKDESK, INC.
Lab
—
AI components
2
planning · evo
Assignment
Recorded
Dataset
AIPD
2023_r1 edition
Application
17314783
A method and apparatus for scheduling agents in a call center to meet predefined service levels, wherein communications are associated with queues representing categories of communications, the queues including at least one concurrent queue of concurrent communications, wherein multiple concurrent communications can be handled concurrently by a single agent. The method includes executing a simulation to determine an effectiveness of plural agents. The simulation includes computing a skill group weighting (SGW) for each agent for at least one concurrent queue and at least one interval based on:
AI classification
Ownership
TALKDESK, INC.
assignment · 565270800
Assignors
STEPANOV, GENNADIY, VALERIANO, FILIPE, LAPA, PAULO, TACON, HEMERSON
On an employer assignment, the assignors are typically the inventors.