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US 12,568,171 B2Granted
Predictive analytics for managing callbacks queues
AssigneeThe ADT Security Corporation
InventorsJustin Patrick Murphy, Chad Martin Kerby
Life of this patent
Estimating the term…
Abstract
Systems and methods for callback queue management are provided. An example system is configured to determine a maximum size of a callback queue based on a formula. The system determines eligibility of an inbound query for the callback queue based on a current number of calls in the callback queue being less than the maximum size. The system causes a callback call associated with the inbound query to be performed based on the inbound query being eligible for the callback queue.
Claims20
A system, comprising:
- at least one processor;
- and
- at least one memory storing a plurality of instructions that, when executed by the at least one processor, cause the at least one processor to:
- determine a maximum size of a callback queue based on an formula given as:
- Δ
- =
- ∑
- (
- E
- +
- A
- )
-
- (
- Ix
- )
- (
- σ
- ±
- α
- )
- where:
- Δ is the maximum size of the callback queue;
- E is an expected wait;
- A is an average talk time;
- I is an interval;
- x is a control variable;
- σ s a staff capacity;
- and
- α is an adjustment value;
- determine that an inbound query is eligible for the callback queue based on a current number of calls in the callback queue being less than the maximum size;
- in response to the inbound query being eligible for the callback queue, determine at least one callback window;
- cause a callback call associated with the inbound query to be performed within the at least one callback window;
- and
- recalculate the maximum size according to a time interval.
32 more elements
A system, comprising:
- at least one processor;
- and
- at least one memory storing a plurality of instructions that, when executed by the at least one processor, cause the at least one processor to:
- determine a maximum size of a callback queue based on an formula given as:
- Δ
- =
- ∑
- (
- E
- +
- A
- )
-
- (
- Ix
- )
- (
- σ
- ±
- α
- )
- where:
- Δ is the maximum size of the callback queue;
- E is an expected wait;
- A is an average talk time;
- I is an interval;
- x is a control variable;
- σ is a staff capacity;
- and
- α is an adjustment value;
- and
- determine eligibility of an inbound query for the callback queue based on a current number of calls in the callback queue being less than the maximum size;
- and
- cause a callback call associated with the inbound query to be performed based on the inbound query being eligible for the callback queue.
31 more elements
A method implemented in a system, the method comprising:
- determining a maximum size of a callback queue based on an formula given as:
- Δ=
- ∑
- (
- E
- +
- A
- )
-
- (
- Ix
- )
- (
- σ
- ±
- α
- )
- where:
- Δ is the maximum size of the callback queue;
- E is an expected wait;
- A is an average talk time;
- I is an interval;
- x is a control variable;
- σ is a staff capacity;
- and
- α is an adjustment value;
- and
- determining eligibility of an inbound query for the callback queue based on a current number of calls in the callback queue being less than the maximum size;
- and
- causing a callback call associated with the inbound query to be performed based on the inbound query being eligible for the callback queue.
27 more elements
Dependencies are inferred from the claim text.