# US 10,771,628 B1 · Systems and methods for forecasting inbound telecommunications associated with an electronic transactions subscription platform > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 10,771,628 B1 - Document ID: US10771628B1 - Status: Granted - Kind: B1 - Application number: 16/811,831 - Filed: 2020-03-06 - Granted: 2020-09-08 - Earliest claimed: 2020-03-06 - Assignees: CaaStle, Inc. - Applicants: CaaStle, Inc. - Inventors: Avinash Singh; Prashant Kumar Rai; Chirag Jain; Ankita Sinha - Web page: https://patentgrep.com/patent/US10771628B1 ## CPC - H04M 3/5238: {with waiting time or load prediction arrangements} - G06N 20/00: Machine learning - H04M 3/36: Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks - H04M 3/5175: {Call or contact centers supervision arrangements} - H04M 3/5233: {Operator skill based call distribution} - H04M 3/5237: {Interconnection arrangements between ACD systems} - H04M 2201/12: Counting circuits - H04M 2201/42: Graphical user interfaces - H04M 2203/402: Agent or workforce management - H04M 2203/551: Call history - H04M 2203/555: Statistics, e.g. about subscribers but not being call statistics - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) - G06N: COMPUTING ARRANGEMENTS BASED ON SPECIFIC COMPUTATIONAL MODELS ## Abstract Disclosed are systems and methods for forecasting inbound telecommunications, and more particularly, for analyzing real-time and historical call center data, and applying a forecasting model to said data in order to predict inbound call volume. Additionally, tools are disclosed for manipulating call center data and generating visual representations of metrics pertaining to forecasting call center data via a dashboard. ## Claims ### Claim 1 A computer-implemented method for forecasting inbound telecommunications comprising: estimating a number of expected daily retained users within a specific window of time; estimating a number of acquired new users added each day over the specific window of time via a decay function; calculating an expected daily user count based on the estimated number of expected daily retained users and acquired new users; calculating a total user call rate based on a historic cancellation rate and a historic resolution rate; and calculating a total number of expected calls based on the expected daily user count and total user call rate. ### Claim 2 (depends on 1) The computer-implemented method of claim 1, wherein forecasting inbound telecommunications further comprises implementing machine learning techniques in or to generate an expected daily acquired user count. ### Claim 3 (depends on 1) The computer-implemented method of claim 1, wherein forecasting inbound telecommunications further comprises receiving inbound communications at a call center from a public switched telephone network and routing inbound communications to an employee associated with the call center. ### Claim 4 (depends on 1) The computer-implemented method of claim 1, wherein forecasting inbound telecommunications further comprises: predicting expected user count and current communication trends for an upcoming 30 day window. ### Claim 5 (depends on 1) The computer-implemented method of claim 1, wherein forecasting inbound telecommunications further comprises: calculating an average error associated with the actual and predicted expected total call count. ### Claim 6 (depends on 1) The computer-implemented method of claim 1, wherein forecasting inbound telecommunications further comprises: generating a forecasting report via a graphical user interface; and wherein the forecasting report depicts predicted call ranges as a function of volume over time via a heat map. ### Claim 7 (depends on 1) The computer-implemented method of claim 1, wherein calculating expected user count further comprises: receiving input data for one or more of: historic actual user call rate, average call rate, and user cancellations. ### Claim 8 A system for forecasting inbound telecommunications comprising: a storage device that stores instructions; and at least one processor that executes the instructions in order for: estimating a number of expected daily retained users within a specific window of time; estimating a number of acquired new users added each day over the specific window of time via a decay function; calculating an expected daily user count based on the estimated number of expected daily retained users and acquired new users; calculating a total user call rate based on a historic cancellation rate and a historic resolution rate; and calculating a total number of expected calls based on the expected daily user count and total user call rate. ### Claim 9 (depends on 8) The system of claim 8, wherein forecasting inbound telecommunications further comprises implementing machine learning techniques in or to generate an expected daily acquired user count. ### Claim 10 (depends on 8) The system of claim 8, wherein forecasting inbound telecommunications further comprises receiving inbound communications at a call center from a public switched telephone network and routing inbound communications to an employee associated with the call center. ### Claim 11 (depends on 8) The system of claim 8, wherein forecasting inbound telecommunications further comprises: predicting expected user count and current communication trends for an upcoming 30 day window. ### Claim 12 (depends on 8) The system of claim 8, wherein forecasting inbound telecommunications further comprises: calculating an average error associated with the actual and predicted expected total call count. ### Claim 13 (depends on 8) The system of claim 8, wherein forecasting inbound telecommunications further comprises: generating a forecasting report via a graphical user interface; and wherein the forecasting report depicts predicted call ranges as a function of volume over time via a heat map. ### Claim 14 (depends on 8) The system of claim 8, wherein calculating expected user count further comprises: receiving input data for one or more of: historic actual user call rate, average call rate, and user cancellations. ### Claim 15 A non-transitory computer-readable medium storing instructions for forecasting inbound telecommunications, the instructions configured to cause at least one processor to perform operations comprising: estimating a number of expected daily retained users within a specific window of time; estimating a number of acquired new users added each day over the specific window of time via a decay function; calculating an expected daily user count based on the estimated number of expected daily retained users and acquired new users; calculating a total user call rate based on a historic cancellation rate and a historic resolution rate; and calculating a total number of expected calls based on the expected daily user count and total user call rate. ### Claim 16 (depends on 15) The non-transitory computer-readable medium of claim 15, wherein forecasting inbound telecommunications further comprises implementing machine learning techniques in or to generate an expected daily acquired user count. ### Claim 17 (depends on 15) The non-transitory computer-readable medium of claim 15, wherein forecasting inbound telecommunications further comprises receiving inbound communications at a call center from a public switched telephone network and routing inbound communications to an employee associated with the call center. ### Claim 18 (depends on 15) The non-transitory computer-readable medium of claim 15, wherein forecasting inbound telecommunications further comprises: predicting expected user count and current communication trends for an upcoming 30 day window. ### Claim 19 (depends on 15) The non-transitory computer-readable medium of claim 15, wherein forecasting inbound telecommunications further comprises: calculating an average error associated with the actual and predicted expected total call count. ### Claim 20 (depends on 15) The non-transitory computer-readable medium of claim 15, wherein forecasting inbound telecommunications further comprises: generating a forecasting report via a graphical user interface; and wherein the forecasting report depicts predicted call ranges as a function of volume over time via a heat map.