05905793 is referenced by 243 patents and cites 8 patents.

The maximum wait time for callers in a call center (FIG. 10) is lowered by selecting, for an agent (25) who has just become available to handle a call, a highest-priority waiting call that would most likely wait the longest if it were not selected at this time. Anticipated wait times are computed for the calls at the heads of the non-empty highest-priority call queues that correspond to the agent's skills or splits (202-210). The anticipated wait time of a call is computed as the call's present (elapsed) wait time plus the average rate of advance of calls in the call's queue (210). The call with the longest anticipated wait time is then selected first and is assigned to the available agent for handling (212-216). The process is repeated each time that any agent becomes available.

Title
Waiting-call selection based on anticipated wait times
Application Number
8/813513
Publication Number
5905793
Application Date
March 7, 1997
Publication Date
May 18, 1999
Inventor
Eugene P Mathews
Barrington
IL, US
Joylee E Kohler
Northglenn
CO, US
Robin Harris Foster
Little Silver
NJ, US
Andrew D Flockhart
Thornton
CO, US
Agent
David Volejnicek
Assignee
Lucent Technologies
NJ, US
IPC
H04M
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