CALL MANAGEMENT SYSTEM FOR A DISPATCH CENTER

CALL MANAGEMENT SYSTEM FOR A DISPATCH CENTER

Methods and systems for improving a call queue at a dispatch center. One system includes an electronic computing device communicatively coupled to a first call workstation and a second call workstation. The electronic computing device includes an electronic processor configured to receive a first ca...

Ausführliche Beschreibung

Gespeichert in:
Bibliographische Detailangaben
Hauptverfasser: FORD, Doris E, FIRPO, Isabel, HILLMAN, Jill M, REDDY, Vinayak, SNYDER, Marcus P, GUPTA, Parveen
Format: Patent
Sprache:eng ; fre ; ger
Schlagworte:
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TELEPHONIC COMMUNICATION
Online-Zugang:Volltext bestellen
Tags: Tag hinzufügen
Keine Tags, Fügen Sie den ersten Tag hinzu!
Beschreibung
Zusammenfassung:Methods and systems for improving a call queue at a dispatch center. One system includes an electronic computing device communicatively coupled to a first call workstation and a second call workstation. The electronic computing device includes an electronic processor configured to receive a first call, direct the first call to the first call workstation, analyze the first call for a key incident factor, calculate a first estimated call length based on the key incident factor, and determine, based on the first estimated call length, whether to assign a queued call, received at the electronic computing device after the first call, to the first call workstation or to the second call workstation.