公开(公告)号：EP1727341A2

公开(公告)日：2006-11-29

申请号：EP06251745.3

申请日：2006-03-30

申请人： AVAYA TECHNOLOGY LLC

发明人： Hackbarth, Kenneth R., Jr. ,  Jenson, Murray ,  Kohler, Joylee E. ,  Paddock, Henry R. ,  Sobus, Katherine A. ,  Zanoni, David

IPC分类号： H04M3/523

CPC分类号： H04M3/523 ,  G06Q10/06398 ,  H04M3/5175

摘要： A contact center is provided that includes a plurality of agents for servicing incoming contacts and a target behavior identification module operable to (i) process a set of events to yield a corresponding measure; (ii) compare the measure to a plurality of rule sets, each of the rule sets corresponding to a different type of target behavior; and (iii) when the measure is defined by the a selected rule set, associate the measure with a type of target behavior corresponding to the selected rule set.

摘要翻译： 提供联络中心，其包括用于维护传入联系人的多个代理和目标行为识别模块，其可操作以（i）处理一组事件以产生相应的措施; （ii）将该测量与多个规则集进行比较，每个规则集对应于不同类型的目标行为; 和（iii）当所选择的规则集定义度量时，将该度量与对应于所选择的规则集的目标行为的类型相关联。