Joe Bloom

US Patent:

6870926, Mar 22, 2005

Filed:

Nov 6, 2001

Appl. No.:

09/992367

Inventors:

Craig R. Shambaugh - Wheaton IL, US
Joe Bloom - Libertyville IL, US
Anthony J. Dezonno - Bloomingdale IL, US
David Funck - Wheaton IL, US
Jeff Hodson - Wheaton IL, US
Eric James - Elgin IL, US
Michael Peters - Downers Grove IL, US
Mark J. Power - Carl Stream IL, US
Dave Mosquera - West Chicago IL, US
Nayel Saleh - Round Lake IL, US

Assignee:

Rockwell Electronic Commerce Technologies, LLC - Wood Dale IL

International Classification:

H04M003/00

US Classification:

37926505, 37926502, 3792661

Abstract:

A method and apparatus are provided for allocating resources within a call center based upon a predetermined business rule of an enterprise controlling the call center. The method includes the steps of analyzing records from a plurality of call transactions based upon the predetermined business rule, recognizing a correlation among the call transaction records based upon the predetermined business rule and adjusting a resource of the call transactions based upon the recognized correlation and predetermined business rule.