| Predicate |
Object |
| assignee |
http://rdf.ncbi.nlm.nih.gov/pubchem/patentassignee/MD5_f481982f9992cbb527a6d31589832958 |
| classificationCPCAdditional |
http://rdf.ncbi.nlm.nih.gov/pubchem/patentcpc/H04M3-5175 |
| classificationCPCInventive |
http://rdf.ncbi.nlm.nih.gov/pubchem/patentcpc/H04L12-28
http://rdf.ncbi.nlm.nih.gov/pubchem/patentcpc/H04M3-523
http://rdf.ncbi.nlm.nih.gov/pubchem/patentcpc/H04M7-003
http://rdf.ncbi.nlm.nih.gov/pubchem/patentcpc/H04M3-5191 |
| classificationIPCInventive |
http://rdf.ncbi.nlm.nih.gov/pubchem/patentipc/H04M3-00
http://rdf.ncbi.nlm.nih.gov/pubchem/patentipc/H04M3-523
http://rdf.ncbi.nlm.nih.gov/pubchem/patentipc/H04M3-51
http://rdf.ncbi.nlm.nih.gov/pubchem/patentipc/H04M3-42
http://rdf.ncbi.nlm.nih.gov/pubchem/patentipc/H04M3-36 |
| filingDate |
1998-08-25-04:00^^<http://www.w3.org/2001/XMLSchema#date> |
| inventor |
http://rdf.ncbi.nlm.nih.gov/pubchem/patentinventor/MD5_38f5a88a08546dc8f673a4f3996cb9b6
http://rdf.ncbi.nlm.nih.gov/pubchem/patentinventor/MD5_c7c42f3f580526c7839406e00b6a622c |
| publicationDate |
1999-04-14-04:00^^<http://www.w3.org/2001/XMLSchema#date> |
| publicationNumber |
EP-0909082-A1 |
| titleOfInvention |
Using web page hit statistics to anticipate call center traffic |
| abstract |
In a call center (106) associated with a World-Wide Web sitenwhose pages (121, 122) provide a call-request capability (115), the callncenter receives notifications of page hits and call requests from the Webnserver (103) and uses these notifications to determine a historical pagenhits-to-call requests ratio. It then uses the ratio along with current page-hitnnotifications to predict a volume of calls that will soon need to be handlednby the call center and staffing the call center in anticipation of thenpredicted call volume. The notifications are further used in conjunctionnwith knowledge of information about the content of the Web pages tonpredict what agent skills will be needed to handle the calls, and to staffnagent splits accordingly. |
| isCitedBy |
http://rdf.ncbi.nlm.nih.gov/pubchem/patent/CN-106713677-A
http://rdf.ncbi.nlm.nih.gov/pubchem/patent/US-6546087-B2
http://rdf.ncbi.nlm.nih.gov/pubchem/patent/US-7620722-B1
http://rdf.ncbi.nlm.nih.gov/pubchem/patent/EP-0952538-A3
http://rdf.ncbi.nlm.nih.gov/pubchem/patent/EP-0952538-A2
http://rdf.ncbi.nlm.nih.gov/pubchem/patent/GB-2375257-A
http://rdf.ncbi.nlm.nih.gov/pubchem/patent/US-6704732-B1
http://rdf.ncbi.nlm.nih.gov/pubchem/patent/EP-1081930-A1
http://rdf.ncbi.nlm.nih.gov/pubchem/patent/GB-2346229-B
http://rdf.ncbi.nlm.nih.gov/pubchem/patent/GB-2346229-A
http://rdf.ncbi.nlm.nih.gov/pubchem/patent/WO-0117215-A1 |
| priorityDate |
1997-09-02-04:00^^<http://www.w3.org/2001/XMLSchema#date> |
| type |
http://data.epo.org/linked-data/def/patent/Publication |