Using web page hit statistics to anticipate call center traffic

Details Using web page hit statistics to anticipate call center traffic Using web page hit statistics to anticipate call center traffic

H - Electricity

04

L

H04L 12/24 (2006.01) H04M 3/51 (2006.01) H04M 3/523 (2006.01) H04M 11/06 (2006.01)

Patent

CA 2244465

In a call center (106) associated with a World-Wide Web site whose pages (121, 122) provide a call-request capability (115), the call center receives notifications of page hits and call requests from the Web server (103) and uses these notifications to determine a historical page hits-to-call requests ratio. It then uses the ratio along with current page- hit notifications to predict a volume of calls that will soon need to be handled by the call center and staffing the call center in anticipation of the predicted call volume. The notifications are further used in conjunction with knowledge of information about the content of the Web pages to predict what agent skills will be needed to handle the calls, and to staff agent splits accordingly.

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