Adjustment of call selection to achieve target values for...

Details Adjustment of call selection to achieve target values for... Adjustment of call selection to achieve target values for...

H - Electricity

04

Q

H04Q 3/64 (2006.01) H04M 3/523 (2006.01)

Patent

CA 2288443

A call selection process in a call center is controlled so as to ensure the achievement of target values for one or more interval-based performance metrics. In an illustrative embodiment, a memory in the call center is used to store information regarding contractual target values of one or more interval-based performance metrics such as, for example, an average speed of answering metric, or a percent in service level metric. The call selection process is then adjusted within a given performance interval based at least in part on a comparison of a value of the metric actually achieved during the interval to the corresponding stored target value. For example, a service objective of the call selection process may be adjusted at one or more designated points in the interval if the value of the metric actually achieved to a given one of the points will not allow achievement of the target value within the interval.

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