Adjustment of call selection to achieve target values for interval-based performance metrics in a call center
CA 2288443 C · Owner: Bengtson, David C. · Inventors: Ertel, James Edward; Foster, Robin H.; Mathews, Eugene P.
Overview
Its claims, description and drawings are in the Canadian Patents Database.
Open the CIPO recordAbstract From the Canadian patent
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 …
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Listed from its CIPO record in Patent Yard's archive of Canadian patents past their term. Its claims, description and drawings are in the CIPO record and on Google Patents, and the Claude kit works from them.
Why it's free to use
- Filed November 4, 1999 and granted May 27, 2003. A Canadian patent filed from October 1, 1989 lasts 20 years from filing, so its term ended November 4, 2019.
- A certificate of supplementary protection adds at most two years for a drug, so even that would have ended by November 4, 2021.
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Everything on this page comes from the CIPO record linked above. Contains information licensed under the Open Government Licence – Canada.