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1.发明公开SYSTEM AND METHOD FOR PROVIDING DYNAMIC ELASTICITY OF CONTACT CENTER RESOURCES 审中-公开系统在VERFAHREN ZUR BEREITSTELLUNG EINER DYNAMISCHENELASTIZITÄTFÜRKONTAKTZENTRALENRESSOURCEN
公开(公告)号：EP2895953A1
公开(公告)日：2015-07-22
申请号：EP13836676.0
申请日：2013-09-12
CPC分类号： H04M3/5175 , G06F9/45558 , G06F2009/4557 , G06F2009/45575 , G06Q10/0631 , H04M3/51 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M2201/42 , H04M2201/54 , H04M2203/355 , H04M2203/402 , H04M2203/408
摘要： A system and method for monitoring deployment states of a contact center. A processor migrates a state of the contact center from a first deployment state to a second deployment state. The processor records the steps in migrating from the first deployment state to the second deployment state, and stores the recorded steps in association with metadata describing the second deployment state. The processor monitors health of the second state, and takes an action for moving the state of the contact center to a healthy state in response to determining that the second deployment state is unhealthy. The migrating may be based on detecting a condition relating to operation of the contact center. The processor dynamically adjusts at least one hardware or software resource for the contact center based on the detected condition for migrating the state of the contact center from the first to the second deployment state.
摘要翻译： 用于监视联络中心的部署状态的系统和方法。 处理器将联络中心的状态从第一部署状态迁移到第二部署状态。 处理器记录从第一部署状态迁移到第二部署状态的步骤，并将记录的步骤与描述第二部署状态的元数据相关联地存储。 处理器监视第二状态的健康状况，并且响应于确定第二部署状态是不正常的而采取将联络中心的状态移动到健康状态的动作。 迁移可以基于检测与联络中心的操作有关的条件。 处理器基于用于将联络中心的状态从第一部署状态迁移到第二部署状态的检测条件，动态地调整用于联络中心的至少一个硬件或软件资源。
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公开(公告)号：EP3366025A1
公开(公告)日：2018-08-29
申请号：EP16858080.1
申请日：2016-10-18
发明人： MCGANN, Conor , ARAVAMUDHAN, Bharath , MAKAGON, Petr , RISTOCK, Herbert Willi Artur , KONIG, Yochai , DUCLOS, Gregory , ZHAKOV, Vyacheslav , PELEMIS, Damjan
CPC分类号： H04M3/5232 , G06N5/04 , G06N99/00 , G06Q10/063112 , H04L29/08 , H04L67/02 , H04L67/18 , H04L67/20 , H04L67/22 , H04L67/306 , H04M3/5233 , H04M3/5238 , H04M2203/40 , H04M2203/401
摘要： A system and method for routing interactions to contact center agents. The system is adapted to concurrently identify a plurality of interactions waiting to be routed, and identify a plurality of candidate agents viable for handling the plurality of interactions. The system is also adapted to calculate a predicted wait time associated with each of the candidate agents. For each agent of the plurality of candidate agents, the system is adapted to estimate an expected value to be obtained by routing each of the plurality of the interaction to the agent. The expected value is a function of the predicted wait time. The system is further adapted to assign each of the plurality of the interactions to one of the plurality of candidate agents based on the estimated reward, and signal a routing device for routing each of the plurality of the interactions to the agent assigned to the interaction.
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公开(公告)号：EP2098050B1
公开(公告)日：2014-03-26
申请号：EP07865970.3
申请日：2007-12-21
发明人： RYABCHUN, Andrey , MAKAGON, Petr , RISTOCK, Herbert , ANISIMOV, Nikolay , SNEYDERS, Dave , PERLMUTTER, S., Michael
CPC分类号： H04L67/306 , H04L51/04 , H04M3/5191
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公开(公告)号：EP2895945B1
公开(公告)日：2019-11-06
申请号：EP13836871.7
申请日：2013-09-12
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公开(公告)号：EP2895953B1
公开(公告)日：2019-03-27
申请号：EP13836676.0
申请日：2013-09-12
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6.发明公开SYSTEM AND METHOD FOR DYNAMIC CONFIGURATION OF CONTACT CENTERS VIA TEMPLATES 有权VERFAHREN ZUR DYNAMISCHEN KONFIGURATION VON ANRUFZENTRALENÜBERVORLAGEN系统
公开(公告)号：EP2895945A1
公开(公告)日：2015-07-22
申请号：EP13836871.7
申请日：2013-09-12
摘要： A system and method for monitoring deployment states of a contact center. A processor migrates a state of the contact center from a first deployment state to a second deployment state. The processor records the steps in migrating from the first deployment state to the second deployment state, and stores the recorded steps in association with metadata describing the second deployment state. The processor monitors health of the second state, and takes an action for moving the state of the contact center to a healthy state in response to determining that the second deployment state is unhealthy. The migrating may be based on detecting a condition relating to operation of the contact center. The processor dynamically adjusts at least one hardware or software resource for the contact center based on the detected condition for migrating the state of the contact center from the first to the second deployment state.
摘要翻译： 用于监视联络中心的部署状态的系统和方法。 处理器将联络中心的状态从第一部署状态迁移到第二部署状态。 处理器记录从第一部署状态迁移到第二部署状态的步骤，并将记录的步骤与描述第二部署状态的元数据相关联地存储。 处理器监视第二状态的健康状况，并且响应于确定第二部署状态是不正常的而采取将联络中心的状态移动到健康状态的动作。 迁移可以基于检测与联络中心的操作有关的条件。 处理器基于用于将联络中心的状态从第一部署状态迁移到第二部署状态的检测条件，动态地调整用于联络中心的至少一个硬件或软件资源。
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