| US 7,586,859 B2 | ||
| Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue | ||
| Yevgeniy Petrovykh, Walnut Creek, Calif. (US) | ||
| Assigned to Genesys Telecommunications Laboratories, Inc., Daly City, Calif. (US) | ||
| Filed on Oct. 29, 2007, as Appl. No. 11/927,256. | ||
| Application 11/927256 is a continuation of application No. 10/945585, filed on Sep. 20, 2004. | ||
| Application 10/945585 is a continuation of application No. 10/229514, filed on Aug. 27, 2002, granted, now 6,822,945, filed on Nov. 23, 2004. | ||
| Application 10/229514 is a continuation in part of application No. 09/766271, filed on Jan. 18, 2001, abandoned. | ||
| Application 09/766271 is a continuation in part of application No. 09/710042, filed on Nov. 08, 2000, abandoned. | ||
| Prior Publication US 2008/0056165 A1, Mar. 06, 2008 | ||
| Int. Cl. H04L 12/28 (2006.01) | ||
| U.S. Cl. 370—270 [379/266.01; 709/226] | 3 Claims |
| 1. A method executed by a computerized server operating within a communication center enhancing resource management for routing
events, comprising steps of:
(a) retrieving information concerning events to be routed from a routing engine, the information including at least nature
and quantity of resources required by the events;
(b) retrieving information concerning instant state of the resources potentially available to service the events;
(c) processing the retrieved information from steps (a) and (b) by the server;
(d) based on the processing, recommending allocation of the resources by the server to best serve upcoming events to be routed;
and
(e) repeating steps (a) through (d) periodically to allocate, re-allocate and manage the resources relative to the needs of
events in near real time.
|