A telemarketing complex is managed by a system that compiles and processes traffic analysis data obtained from customer premises-based information sources as well as public switched telecommunications network-based information sources, such that service levels are automatically and dynamically balanced among telecommunications centers (TCs) in the complex. Typically, the telemarketing complex is comprised of a plurality of ACDs and a plurality of data centers that may be selectively linked to the (TCs) where the telemarketer receives calls. The system includes: (1) an interface to network-based services that report the origin and destination of each of a plurality of calls received by the telemarketer at all locations; (2) an interface to network-based services that enables the telemarketer to affect changes in call processing logic; and (3) a traffic control center processor (TCCP) that accepts input data from all other elements in the system. The system accumulates performance data at the TCCP from each ACD and telemarketer database located at a data center (DC), while contemporaneously monitoring both the origins and destinations of the plurality of calls received at each ACD as well as the initiation of changes in call processing logic. The system analyzes the data to generate signals for implementing call routing changes needed to balance service levels among ACDs or changes in the staffing force levels at selected TCs where calls are received. The process is accomplished in real time, and is repeated at a desired frequency.
The present invention is a telecommunications system for allowing a business to control customer service. The system is comprised of a switching network and an enhanced services platform. Calls from the customer to the business are routed to the enhanced services platform by the switching network. Using codes acquired from the customer and the switching network, the enhanced services platform identifies a program specified by the business and also retrieves customer information. The information contains an account of telecommunications available, and the customer is connected to the business as long as a pre-determined amount is in the account. Action is taken when a second pre-determined amount remains. The customer is allowed to refresh the account and the enhanced services platform is capable of collecting information from the customer as a pre-requisite to customer service.
Performance measurement and analysis of local exchange carrier interconnections. Performance measurements can be used to establish that an incumbent local exchange carrier ("ILEC") is providing interconnections to one or more competitive local exchange carriers ("CLEC's") that are at least equal in quality to the interconnections provided to itself. Performance measurements are defined to measure the timeliness, accuracy and availability of the interconnections provided to the CLEC'S. A performance measurement is based upon performance data that us collected from one of the ILEC's processes (preordering, ordering, provisioning, collocation, billing, maintenance and repair, emergency 911, operator service/directory assistance and trunk blockage). A performance report is defined to specify the types of performance measurements and dimensions that are included, as well as the reporting period.
A method and apparatus are provided for assigning a plurality of agents to incoming calls by an automatic call distributor. The method includes the steps of defining a plurality of agent groups for processing calls received by the automatic call distributor and assigning at least some agents of the plurality of agents to an agent group of the plurality of agent groups based upon a skill level of the at least some agents and a set of required qualifications for the agent group. The method further includes the steps of delivering calls to the at least some agents of the agent group based upon the required qualifications for the agent group and upon agent idle time, monitoring a call loading of the agent group and adjusting a number of the at least some agents of the group based upon the monitored call loading.
The termination availability database (TADB) of the instant invention performs routing decisions in response to call requests received from data access points (DAPs). The TADB takes each of the requests, which relate to a special service call of a subscriber, and determines the particular termination of the subscriber to which the call is to be routed. To perform its determination of where to route the calls, the TADB takes into consideration data collected from the network and the availability of the different terminations of the subscriber. In addition, allocation algorithms are used. Some of these algorithms include a precise percentage algorithm, a uniform call distribution algorithm, a sequential allocation routing algorithm, and a pure load balancing algorithm.
A method and apparatus are provided for dynamically reassigning agents among call types in a call distribution system having a plurality of agents assigned to a plurality of call types. The method includes the steps of detecting a deficiency in agent responsibility assigned to a call type of the plurality of call types based upon a measured service parameter and corresponding target service parameter and determining an agent allocation among the plurality of call types best suited to correct the deficiency.
