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US 2015/0146867 A1Published application
System And Method For Determining Customer Hold Times
AssigneeIntellisist, Inc.
InventorsGilad Odinak, Adam Waalkes
Life of this patent
Estimating the term…
Abstract
A system and method for determining customer hold times is provided. A database of caller profiles is maintained. A call from a caller is received into a call center and assigned to an agent. A delay during which the caller is to be placed on hold is identified. A hold time for the delay is determined based on a length of a hold queue, a level of busyness of the agent and the caller profile associated with the caller.
Claims20
A system for determining customer hold times, comprising:
- a database to maintain caller profiles;
- a call receipt module to receive from a caller, a call into a call center;
- a call assignment module to assign the call to an agent;
- an identification module to identify a delay during which the caller is to be placed on hold;
- and
- a determination module to determine a hold time for the delay based on a length of a hold queue, a level of busyness of the agent and the caller profile associated with the caller.
3 more elements
A method for determining customer hold times, comprising:
- maintaining a database of caller profiles;
- receiving from a caller, a call into a call center;
- assigning the call to an agent;
- identifying a delay during which the caller is to be placed on hold;
- and
- determining a hold time for the delay based on a length of a hold queue, a level of busyness of the agent and the caller profile associated with the caller.
3 more elements
Dependencies are inferred from the claim text.