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US 12,010,269 B1Granted
Call center load balancing and routing management
AssigneeUnited Services Automobile Association (USAA)
InventorsJohn Michael Lombard, Lambros Petropoulos
Life of this patent
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Abstract
Systems and methods are provided for modeling call center networks. Models are employed to run a simulation of the call center network based on call center network architecture data. The models are used to generate solution parameters for a call center network, and the solution parameters can be automatically implemented in at least a portion of the call center network.
Claims20
A method, comprising:
- receiving call center network architecture data associated with a call center network, wherein the call center architecture data represents two or more call center network components and one or more links between the two or more call center network components, wherein the call center network components include one or more load balancers, routers, gateways, servers, or databases;
- utilizing the call center network architecture data to create a model of the call center network;
- employing the model to run a simulation of the call center network based on the call center network architecture data;
- using the model to generate solution parameters for the call center network, wherein the solution parameters include a routing algorithm configured to adjust at least one routing parameter based on traffic in the call center network;
- and
- automatically implementing the solution parameters including the routing algorithm in at least a portion of the call center network.
3 more elements
A system, comprising:
- a call data module configured to receive call center network architecture data associated with a call center network, wherein the call center architecture data represents two or more call center network components and one or more links between the two or more call center network components, wherein the call center network components include one or more load balancers, routers, gateways, servers, or databases;
- a model execution module communicatively coupled with the call data module configured to create a model of the call center network based on the call center network architecture data, wherein the model execution module is further configured to run a simulation of the call center network based on the call center network architecture data;
- a solver module communicatively coupled with the model execution module configured to create solution parameters for the call center network, wherein the solution parameters include a routing algorithm configured to adjust at least one routing parameter based on traffic in the call center network;
- and
- an input/output module communicatively coupled with the solver module configured to implement the solution parameters including the routing algorithm in at least one call center network element.
2 more elements
A non-transitory computer-readable medium storing instructions that when executed by a processor are configured to effectuate:
- receiving call center network architecture data associated with a call center network, wherein the call center architecture data represents two or more call center network components and one or more links between the two or more call center network components, wherein the call center network components include one or more load balancers, routers, gateways, servers, or databases;
- utilizing the call center network architecture data to create a model of the call center network;
- employing the model to run a simulation of the call center network based on the call center network architecture data;
- using the model to generate solution parameters for the call center network, wherein the solution parameters include a routing algorithm configured to adjust at least one routing parameter based on traffic in the call center network;
- and
- automatically implementing the solution parameters including the routing algorithm in at least a portion of the call center network.
3 more elements
Dependencies are inferred from the claim text.