Patents Represented by Attorney, Agent or Law Firm Ken Bolrin
  • Determining expected call waiting time in a call center queue
    Patent number: 6728363
    Abstract: The estimated call waiting time process uses sampling statistics gathered over a moving window to determine the expected call wait time for each particular call into a call center. The window size is dynamically changed based on sampling theory and changes to call arrival rates and agent availability.
    Type: Grant
    Filed: December 29, 2000
    Date of Patent: April 27, 2004
    Assignee: Nortel Networks Limited
    Inventors: Robert W. Lieberman, Thien Vo-Dai