发明授权
- 专利标题： SKILLS-BASED SCHEDULING FOR TELEPHONE CALL CENTERS
- 专利标题（中）： 控制人们的kentnisse考虑调度电话呼叫中心
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申请号： EP98935600.1申请日： 1998-07-09
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公开(公告)号： EP0995300B1公开(公告)日： 2005-09-21
- 发明人: CROCKETT, Gary, B. , LEAMON, Paul, H.
- 申请人： IEX CORPORATION
- 申请人地址： Suite 700, 2425 North Central Expressway Richardson, TX 75080 US
- 专利权人： IEX CORPORATION
- 当前专利权人： IEX CORPORATION
- 当前专利权人地址： Suite 700, 2425 North Central Expressway Richardson, TX 75080 US
- 代理机构： Funnell, Samantha Jane
- 优先权： US890228 19970709
- 国际公布： WO1999003248 19990121
- 主分类号： H04M1/72
- IPC分类号： H04M1/72 ; H04M3/50 ; G06F17/60
摘要：
A method (Fig. 1) for scheduling personnel (e.g., agents) in a work environment based on personnel 'skill' levels. The method facilitates true skills-based scheduling of agents in a telephone call center using a simulation tool (38) to predict what fraction of scheduled agents from each 'skill group' will be available to each 'call type' during each time interval being scheduled (Fig. 2). A feedback mechanism is used to adjust net staffing (30) and skills usage data (32) between iterations of a call handling simulation until a given schedule being tested through the simulator (38) meets some acceptance criteria.
公开/授权文献
- EP0995300A2 SKILLS-BASED SCHEDULING FOR TELEPHONE CALL CENTERS 公开/授权日：2000-04-26
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