System for optimizing business rule resources
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United States of America Patent
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Issued Date -
Sep 30, 2004
app pub date -
Mar 31, 2003
filing date -
Mar 31, 2003
priority date (Note) -
Abandoned
status (Latency Note)
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Abstract
A method and apparatus are provided for allocating a plurality of resources among call types in a call center operated by a business organization. The method includes the steps of providing a plurality of business rules for allocating call handling resources to the call types of the business organization and measuring a metric among the call types for determining a compliance with each business rule of the plurality of business rules. The method further includes the steps of comparing the measured metrics of the plurality of business rules with respective threshold values and adjusting the plurality of resources among the call types when a compared metric of the compared metrics exceeds a respective threshold of the thresholds.
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