Teleopti Receives Patent for Chat Staffing Algorithm
Exciting innovation – Teleopti’s chat algorithm expands on Erlang’s original calculations but brings in the dimension of parallelism. Parallelism comes as, unlike most other scheduled tasks e.g. phone or email, an agent can be working on multiple customer chats simultaneously. The new patented algorithm creates resourcing calculations and sets optimal parameters for number of chats an agent can handle simultaneously, given the external requirements on the chat, such as the contact center’s own KPIs for quality of service or employee satisfaction needs.