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    TECHNIQUES FOR L3 PAIRING
    1.
    发明公开
    TECHNIQUES FOR L3 PAIRING 审中-实审

    公开(公告)号：EP4300931A3

    公开(公告)日：2024-05-22

    申请号：EP23208603.3

    申请日：2017-12-18

    申请人： Afiniti, Ltd.

    发明人： CHISHTI, Zia

    IPC分类号： H04M3/523 ,  H04M3/36 ,  H04M3/51

    CPC分类号： H04M3/5232 ,  H04M3/5233 ,  H04M3/5175 ,  H04M2203/40220130101 ,  H04M2201/1420130101

    摘要： A method for pairing in a contact center system, the method comprising identifying, by at least one computer processor configured to operate in the contact center system, a first contact available for assignment and a first agent available for assignment; postponing, by the at least one computer processor, assignment of the first contact and of the first agent until at least a second contact arrives at the contact center system and at least a second agent becomes available for assignment; selecting, by the at least one computer processor and using a behavioral pairing strategy a first contact-agent pairing for assignment and connection within the contact center system, the first contact-agent pairing comprising the first agent and one of the first contact and the second contact, and a second contact-agent pairing for assignment and connection within the contact center system, the second contact-agent pairing comprising the second agent and the other one of the first contact and the second contact; issuing, by the at least one computer processor and to a switch of the contact center system, a batch pairing instruction comprising the first contact-agent pairing and the second contact-agent pairing; and simultaneously connecting, by the at least one computer processor, the first contact-agent pairing and the second contact-agent pairing using the switch according to the batch pairing instruction.

    AGENT ENGAGEMENT ANALYZER
    2.
    发明公开
    AGENT ENGAGEMENT ANALYZER 审中-公开

    公开(公告)号：EP4394672A1

    公开(公告)日：2024-07-03

    申请号：EP23220600.3

    申请日：2023-12-28

    申请人： Calabrio, Inc.

    发明人： MACIEJ, Michael ,  ISHAM, Nathan

    IPC分类号： G06Q10/0639 ,  G06Q10/0637 ,  G06Q10/0631 ,  H04M3/51

    CPC分类号： G06Q10/06398 ,  H04M3/5175 ,  G06Q10/063116 ,  G06Q10/06393 ,  G06Q10/06375 ,  H04M2203/40220130101 ,  H04M2203/207220130101

    摘要： The disclosure relates to analyzing historical data and generating predictive engagement associated with an agent at workplace. The disclosed technology is directed to improving predictive engagement of the agent by generating a task schedule based on predictive engagement data and score associated with the agent. In particular, an agent engagement server generates historical engagement data and score based on activity data of the agent. The historical engagement data include analytics of task performances associated with the agent. The agent engagement server further generates predictive engagement data and score based on the historical engagement data using a predictive engagement model that predicts a level of engagement by the agent in performing tasks. The disclosure generates a schedule for performing one or more tasks based on the predictive engagement data.