REAL TIME MULTIPLE AGENT ENGAGEMENT DECISION SYSTEM

Agent/client pairs in at least one priority tier are determined. A matrix value is determined for each agent/client pair based on the client rank of the agent/client pair. An engagement capability parameter is determined for each agent/client pair. The matrix value for each disallowed agent/ranked c...

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Bibliographische Detailangaben
Hauptverfasser:	KRIKORIAN, Haig Francis, HUI, Leo H
Format:	Patent
Sprache:	eng
Schlagworte:	CALCULATING COMPUTER SYSTEMS BASED ON SPECIFIC COMPUTATIONAL MODELS COMPUTING COUNTING DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES ELECTRIC DIGITAL DATA PROCESSING PHYSICS SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR
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Beschreibung
Zusammenfassung:	Agent/client pairs in at least one priority tier are determined. A matrix value is determined for each agent/client pair based on the client rank of the agent/client pair. An engagement capability parameter is determined for each agent/client pair. The matrix value for each disallowed agent/ranked client value is set to a zero value. All possible engagement options are evaluated. Candidate pair paths are determined by determining pair paths having a highest initial path value. The initial path value of each candidate pair path is decreased based on agent/client pairs in the candidate pair path that are urgent agent/client pairs or risky agent/client pairs to derive a final path value for each candidate pair path. A best path is determined based on the final path value for each candidate pair path. At least one engagement decision is derived based on the best path and transmitted towards agents in the best path.