公开(公告)号：US07787609B1

公开(公告)日：2010-08-31

申请号：US11245724

申请日：2005-10-06

申请人： Andrew D. Flockhart ,  Robin H. Foster ,  Eugene P. Mathews ,  Jill K. Ross ,  John Z. Taylor ,  Rodney A. Thomson

发明人： Andrew D. Flockhart ,  Robin H. Foster ,  Eugene P. Mathews ,  Jill K. Ross ,  John Z. Taylor ,  Rodney A. Thomson

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/5233 ,  H04M3/42374

摘要： The present invention is directed to a contact center using presence information to direct work items to experts. More specifically, a system is provided that includes a feature that allows for subject matter experts, which are individuals other than customer service agents, to assist in incoming calls in at least three different modes: an assist mode, an intercept mode and an overflow mode. Thus, customer service efficiency and customer satisfaction are increased. In addition, it is contemplated that subject matter experts may either selectively accept or deny the request for assistance.

摘要翻译： 本发明涉及使用存在信息将工作项目引导到专家的联络中心。 更具体地，提供了一种系统，其包括允许作为除客户服务代理之外的个人的主题专家以至少三种不同模式来协助来话呼叫的功能：辅助模式，截取模式和溢出模式 。 因此，客户服务效率和客户满意度得到提高。 此外，预期主题专家可以选择性地接受或拒绝协助请求。

公开(公告)号：US06173053B2

公开(公告)日：2001-01-09

申请号：US09057842

申请日：1998-04-09

申请人： Frank J. Bogart ,  Andrew D. Flockhart ,  Robin H. Foster ,  Joylee E. Kohler ,  Eugene P. Mathews ,  Stephen L. Skarzynski

发明人： Frank J. Bogart ,  Andrew D. Flockhart ,  Robin H. Foster ,  Joylee E. Kohler ,  Eugene P. Mathews ,  Stephen L. Skarzynski

IPC分类号： H04Q364

CPC分类号： H04M3/5233

摘要： Selection of a call-center agent (106-108) to handle a call is based on which available agent's handling of the call will tend to optimize call-center performance criteria such as efficiency (e.g., minimize per-call handling time) or derived benefit (e.g., maximize revenue). Each agent has a service profile for each type of call that they handle. A service profile (400-402) comprises present values of a plurality of service metrics, such as proficiency, profitability, customer satisfaction, and agent satisfaction. When a call of a particular type becomes available, the present values of the service metrics of the service profile (400-500) of that call type of each agent who is available to handle the call are combined (304) into a score according to one of a plurality of formulas which corresponds to that call type, and the agent with the best score is assigned (306) to the call. When the assigned agent finishes handling the is call, his or her performance is evaluated (202-206) based on the service metrics, and the valuations are used (210) to revise the present values of the service metrics of that agent's service profile. The revision process gives (208) more weight to valuations of more-recently-handled calls to reflect both long-term and short-term agent performance trends and variations.

摘要翻译： 呼叫中心代理（106-108）的选择是基于哪个可用代理对呼叫的处理将趋向于优化呼叫中心性能标准，例如效率（例如，最小化每个呼叫处理时间）或导出 收益（例如，最大化收入）。 每个代理都有一个服务配置文件，用于他们处理的每种类型的调用。 服务简档（400-402）包括多个服务度量的现值，例如熟练度，盈利能力，顾客满意度和代理满意度。 当特定类型的呼叫可用时，可以处理呼叫的每个代理的该呼叫类型的服务简档（400-500）的当前值被组合（304）到根据 对应于该呼叫类型的多个公式中的一个，并且具有最佳分数的代理被分配（306）到该呼叫。 当所分配的代理完成处理呼叫时，根据服务度量对其性能进行评估（202-206），并使用估价（210）来修改该代理服务简档的服务度量的当前值。 修订过程使（208）对最近处理的呼叫的估值更加重视，以反映长期和短期代理业绩趋势和变化。

公开(公告)号：US06694009B1

公开(公告)日：2004-02-17

申请号：US09333215

申请日：1999-06-15

申请人： Gregory L. Anderson ,  Andrew D. Flockhart ,  Robin H. Foster ,  Eugene P. Mathews

发明人： Gregory L. Anderson ,  Andrew D. Flockhart ,  Robin H. Foster ,  Eugene P. Mathews

IPC分类号： H04M300

CPC分类号： H04M3/523 ,  H04M3/5233 ,  H04M3/5238

摘要： To improve the prediction of wait times of calls (23) waiting to be processed, or to improve the prediction of completion times of calls that are presently being processed, in low-volume call centers (10) or splits/skills (21), additional data points are created—either manually or automatically—during the processing of each call that is presently being processed, for use in effecting wait-time estimates of the waiting calls. At each of the plurality of points in the processing of each of the plurality of calls, information about the call that is relevant to how long completion of the processing of the call is likely to take is obtained (200). This information is applied to historical information about previously-processed calls to estimate (202) how long completion of the processing of each of those calls is likely to take, i.e., how long it will be before the agents (25) who are processing those calls become available to handle the waiting calls. The estimated times are then used (210) as the predicted wait times of that plurality of the waiting calls. The technique is applicable to workflow management in general.

摘要翻译： 为了改进等待处理的呼叫等待时间的预测（23），或者改进在低容量呼叫中心（10）或分组/技能（21）中正在处理的呼叫的完成时间的预测， 在处理当前处理的每个呼叫期间，手动或自动创建附加数据点，以用于实现等待呼叫的等待时间估计。 在多个呼叫中的每一个的处理中的多个点中的每个点处，获得与呼叫处理完成可能采取多长时间相关的呼叫的信息（200）。 该信息被应用于关于先前处理的呼叫的历史信息以进行估计（202）可能需要多长时间完成这些呼叫的处理，即在处理这些呼叫的代理（25）之前将需要多长时间 呼叫可用于处理等待呼叫。 然后使用估计时间（210）作为多个等待呼叫的预测等待时间。 该技术一般适用于工作流管理。

公开(公告)号：US06088441A

公开(公告)日：2000-07-11

申请号：US992307

申请日：1997-12-17

申请人： Andrew D. Flockhart ,  Robin H. Foster ,  Roy A. Jensen ,  Joylee E. Kohler ,  Eugene P. Mathews

发明人： Andrew D. Flockhart ,  Robin H. Foster ,  Roy A. Jensen ,  Joylee E. Kohler ,  Eugene P. Mathews

IPC分类号： H04M3/42 ,  H04M3/523 ,  H04M3/60 ,  H04Q3/545 ,  H04M3/00

CPC分类号： H04M3/5233

摘要： In a skills-based ACD, an available agent is reserved and assigned to handle calls needing a "rare" skill of the agent and is prevented from handling calls needing a "common" skill of the agent even if calls needing the common skill are waiting to be handled, if not reserving the agent for the calls needing the rare skill would deprive those calls of the last available agent, even if no calls needing the rare skill are available for handling. The agent is reserved only if target performance criteria, such as average speed of answer, for handling the calls needing the common skill are being met. In case of more than one agent being available to handle calls that need the rare skills, one of these agents is selected and reserved and the other agents are freed to serve calls needing "common" skills.

摘要翻译： 在基于技能的ACD中，可用代理被保留并被分配以处理需要代理的“罕见”技能的呼叫，并且被阻止处理需要代理的“共同”技能的呼叫，即使需要共同技能的呼叫正在等待 要处理，如果不预留需要稀有技能的呼叫的代理，即使没有可用于处理的罕见技能的呼叫，也将剥夺最后一个可用代理的那些呼叫。 只有满足用于处理需要共同技能的呼叫的目标性能标准（例如平均答案速度）才能保留代理。 如果有多个代理可用于处理需要罕见技能的呼叫，则选择和保留这些代理之一，并且释放其他代理人以服务于需要“常见”技能的呼叫。

公开(公告)号：US6064731A

公开(公告)日：2000-05-16

申请号：US182353

申请日：1998-10-29

申请人： Andrew D. Flockhart ,  Robin H. Foster ,  Eugene P. Mathews

发明人： Andrew D. Flockhart ,  Robin H. Foster ,  Eugene P. Mathews

IPC分类号： H04M3/42 ,  H04M3/436 ,  H04M3/51 ,  H04M3/523 ,  H04Q3/72 ,  H04M3/00

CPC分类号： H04M3/523 ,  H04M3/51 ,  H04M2203/551 ,  H04M2242/22 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/5231 ,  H04Q3/72

摘要： In a call center (100) of a business, if it is determined (314-318 or 320) during the handling of a call involving a party who is a customer of the business that the party is at risk of being lost as a customer to the business, an identifier of the party, such as ANI, is captured (300) and stored (322) along with an "at risk" indication. The determination may be made either automatically by detecting (314-318) that the party terminated the call while on hold, or manually (320) by the agent handling the call or a service observer whereupon the agent or observer pressed an "at risk" feature button (112) on their terminal (105, 110). On a subsequent call to or from that party, the stored identifiers (380) are searched (306), and when it is determined (308) that the party is identified therein as being at risk, the call is given (310) special treatment (400-426)--a higher-than-normal level of service--and is identified (428) to the call's handler as involving an "at risk" customer, in an attempt to avoid loss of the party as a customer.

摘要翻译： 在业务的呼叫中心（100）中，如果在处理涉及作为该业务的客户的一方的一方的呼叫被确定为（314-318或320）该方有作为客户丢失的风险的话） 对于业务，诸如ANI的一方的标识符被捕获（300）并存储（322）以及“有风险”的指示。 可以通过检测（314-318）该方在保持时终止呼叫或者由处理该呼叫的代理或服务观察者手动（320），代理人或观察者按“风险”来自动确定该确定。 特征按钮（112）在其终端（105,110）上。 在来自该方的后续呼叫中，搜索存储的标识符（380）（306），并且当确定（308）当事方在其中被识别为处于危险中时，给予呼叫（310）特殊处理 （400-426） - 服务水平高于正常水平，并将呼叫处理程序确定为（428）涉及“处于危险中”的客户，以避免作为客户的方丢失。

公开(公告)号：US06766013B2

公开(公告)日：2004-07-20

申请号：US09874634

申请日：2001-06-05

申请人： Andrew D. Flockhart ,  Robin H. Foster ,  Eugene P. Mathews

发明人： Andrew D. Flockhart ,  Robin H. Foster ,  Eugene P. Mathews

IPC分类号： H04M300

CPC分类号： H04M3/51 ,  H04M3/5238

摘要： A call center (100) rejects further calls when the sum of the present time, the anticipated call in-queue wait time (112), and the anticipated call service time (114) for this type (106-108) of call exceeds the closing time of the call center. The call center may redirect the rejected calls to another call center if it determines that the other call center can service them by its closing time.

摘要翻译： 当呼叫中心（100）当前时间的总和，预期的呼叫等待时间（112）和该类型（106-108）的预期呼叫服务时间（114）超过了呼叫中心 呼叫中心的关闭时间。 如果呼叫中心确定另一个呼叫中心可以在其关闭时间为他们提供服务，那么呼叫中心可以将被拒绝的呼叫重定向到另一个呼叫中心。

公开(公告)号：US06163607A

公开(公告)日：2000-12-19

申请号：US185265

申请日：1998-11-03

申请人： Frank J. Bogart ,  Andrew D. Flockhart ,  Robin H. Foster ,  Joylee E. Kohler ,  Eugene P. Mathews ,  Stephen L. Skarzynski

发明人： Frank J. Bogart ,  Andrew D. Flockhart ,  Robin H. Foster ,  Joylee E. Kohler ,  Eugene P. Mathews ,  Stephen L. Skarzynski

IPC分类号： H04M3/42 ,  H04M3/523 ,  H04M3/60 ,  H04Q3/64

CPC分类号： H04M3/5233

摘要： Selection of a call for handling by a call-center agent (106-108) is based on which call's handling by the available agent will tend to optimize call-center performance criteria such as efficiency (e.g., minimize per-call handling time) or derived benefit (e.g., maximize revenue). Each agent has a service profile for each type of call that they handle. A service profile (400-402) comprises present values of a plurality of service metrics, such as proficiency, profitability, customer satisfaction, and agent satisfaction. When an agent becomes available, the present values of the service metrics of the service profile (500-502) of that agent for each type (e.g. skill) of available call handled by the agent are combined (610) into a score according to one of a plurality of formulas which corresponds to that call type, and a call of the type for which the agent has the best (e.g., either highest or just-sufficient) score is assigned (612) to the agent. Preferably, a call score is also computed (807) for each available call type, based on factors such as the purpose of the call, the call's in-queue wait time, the priority of the call, etc. The call type for which the agent has the best score is selected (812) to be the one for which the call score best matches the agent's corresponding score. When the assigned agent finishes handling the call, his or her performance is evaluated (202-206) based on the service metrics, and the valuations are used (210) to revise the present values of the service metrics of that agent's service profile. The revision process gives (208) more weight to valuations of more-recently-handled calls to reflect both long-term and short-term agent performance trends and variations.

摘要翻译： 由呼叫中心代理（106-108）处理呼叫的选择是基于哪个呼叫由可用代理进行的处理将倾向于优化呼叫中心性能标准，例如效率（例如，最小化每个呼叫处理时间）或 衍生的收益（例如，最大化收入）。 每个代理都有一个服务配置文件，用于他们处理的每种类型的调用。 服务简档（400-402）包括多个服务度量的现值，例如熟练度，盈利能力，顾客满意度和代理满意度。 当代理变得可用时，由代理处理的可用呼叫的每种类型（例如技能）的该代理的服务简档（500-502）的服务度量的当前值被组合（610）到根据一个 对应于该呼叫类型的多个公式的呼叫，以及代理人具有最佳（例如，最高或仅足够）得分的类型的呼叫被分配给代理（612）。 优选地，基于诸如呼叫的目的，呼叫的队列等待时间，呼叫的优先级等因素，还计算每个可用呼叫类型的呼叫分数（807）。呼叫类型 代理商选择最佳成绩（812）为呼叫评分与代理人相应得分最匹配的成绩。 当所分配的代理完成对呼叫的处理时，根据服务指标对其性能进行评估（202-206），并使用估价（210）来修改该代理服务简档的服务度量值的当前值。 修订过程使（208）对最近处理的呼叫的估值更加重视，以反映长期和短期代理业绩趋势和变化。

公开(公告)号：US06563920B1

公开(公告)日：2003-05-13

申请号：US09461904

申请日：1999-12-15

申请人： Andrew Derek Flockhart ,  Robin H. Foster ,  Joylee E. Kohler ,  Eugene P. Mathews ,  John Z. Taylor

发明人： Andrew Derek Flockhart ,  Robin H. Foster ,  Joylee E. Kohler ,  Eugene P. Mathews ,  John Z. Taylor

IPC分类号： H04M300

CPC分类号： H04M3/5233 ,  H04M3/5191 ,  H04M3/5234 ,  H04M3/5238 ,  H04M2203/402

摘要： A call center is configured to determine variable rest periods for one or more agents, based at least in part on factors such as call center service state and agent occupancy. The call center service states may include a number of designated service states associated with a particular skill or type of communication supported by one or more agents of the call center. A particular one of the states represents a branded service level, while other states represent over-service and under-service conditions. The rest period determined for one or more of the agents can be used to implement features such as many-to-many work assignment, just-in-time (JIT) delivery of work, next opportunity for service (NOS) indicators, thereby facilitating the processing of communications in the call center.

摘要翻译： 呼叫中心被配置为至少部分地基于诸如呼叫中心服务状态和代理占用之类的因素来确定一个或多个代理的可变休息期。 呼叫中心服务状态可以包括与由呼叫中心的一个或多个代理支持的特定技能或通信类型相关联的多个指定服务状态。 一个特定的州代表一个品牌的服务水平，而其他州则表示服务过度和服务不足。 为一个或多个代理确定的休息时间可用于实现诸如多对多工作分配，即时（JIT）工作交付，下一个服务机会（NOS）指标等功能，从而方便 在呼叫中心处理通信。

公开(公告)号：US06732188B1

公开(公告)日：2004-05-04

申请号：US09461903

申请日：1999-12-15

申请人： Andrew Derek Flockhart ,  Robin H. Foster ,  Eugene P. Mathews ,  John Z. Taylor

发明人： Andrew Derek Flockhart ,  Robin H. Foster ,  Eugene P. Mathews ,  John Z. Taylor

IPC分类号： G06F1516

CPC分类号： H04M7/003 ,  H04M3/42059 ,  H04M3/5191 ,  H04M3/5235 ,  H04M2203/2066 ,  H04M2203/551

摘要： A call center or other processing system receives an incoming communication over a computer network, determines at least a portion of a network source address of the originator, and utilizes information from the source address to select a particular type of treatment for the communication. The computer network may be an Internet Protocol (IP) network and the network source address may be an IP source address. The communication may be a service request delivered from the originator to a call center over the Internet. The source address may be processed to determine, e.g., a particular individual corresponding to the originator, or a company name, company size, Internet service provider, geographic region, or other characteristic associated with the originator. This information is then used to determine how the communication will be handled, e.g., provided with service within a designated time, handled by an agent having particular skills, etc. The source address may also be used to control subsequent activation of live agent support icons presented via a web page. Advantageously, the invention allows more efficient handling of communications received over the Internet by allowing a call center to provide appropriate customer treatment for such communications.

摘要翻译： 呼叫中心或其他处理系统通过计算机网络接收进入的通信，确定始发者的网络源地址的至少一部分，并利用来自源地址的信息为通信选择特定类型的治疗。 计算机网络可以是因特网协议（IP）网络，并且网络源地址可以是IP源地址。 通信可以是从始发者通过因特网传送到呼叫中心的服务请求。 可以处理源地址以确定例如对应于发起者的特定个人，或公司名称，公司规模，因特网服务提供商，地理区域或与发起者相关联的其他特征。 然后，该信息用于确定如何处理通信，例如，在指定时间内提供服务，由具有特定技能的代理处理的等等。源地址还可以用于控制即时代理支持图标的后续激活 通过网页呈现。 有利地，本发明允许通过允许呼叫中心为这种通信提供适当的客户处理来更有效地处理通过因特网接收的通信。

公开(公告)号：US06356632B1

公开(公告)日：2002-03-12

申请号：US09224043

申请日：1998-12-31

申请人： Robin H. Foster ,  William E. Gourlay ,  Eugene P. Mathews

发明人： Robin H. Foster ,  William E. Gourlay ,  Eugene P. Mathews

IPC分类号： H04M300

CPC分类号： H04M3/5233

摘要： A call center is configured such that call selection and/or agent selection processes may be based at least in part on stored information regarding agent schedules, such as scheduled break times, training sessions, ends of shifts or other events for the agents. In an illustrative embodiment, schedule information is stored for at least one of the call center agents, and a communication is selected for delivery to the agent based at least in part on the stored schedule information for that agent. For example, a call selection process in the call center may be modified for a designated period of time before a scheduled break of a given agent such that the call selected for delivery to that agent is likely to be completed in the time remaining until the scheduled break. As another example, an agent selection process in the call center may be modified for a designated period of time before a scheduled break such that the agent selected to process a given call is one likely to complete the call in the time remaining until the scheduled break. The designated time period may vary depending on factors such as the type of scheduled event, or the type of agent. As another example, the modified selection process may run continuously, such that the stored agent schedule information is always active as a consideration in call selection and agent selection. The call center may be configured to select a call or other communication without reference to the stored agent schedule information under specified conditions, such as, for example, a staffing shortfall or an unusually heavy call volume.

摘要翻译： 配置呼叫中心，使得呼叫选择和/或代理选择过程可以至少部分地基于关于代理程序的所存储的信息，例如计划的休息时间，训练会话，班次结束或代理的其他事件。 在说明性实施例中，针对呼叫中心代理中的至少一个存储时间表信息，并且至少部分地基于所述代理的所存储的时间表信息选择用于传送到代理的通信。 例如，呼叫中心内的呼叫选择过程可以在给定代理的计划中断之前指定的时间段被修改，使得选择用于传送给该代理的呼叫可能在直到预定的时间内完成 打破。 作为另一示例，呼叫中心中的代理选择处理可以在调度中断之前指定的时间段被修改，使得被选择处理给定呼叫的代理是可能在剩余时间内完成呼叫直到预定中断 。 指定的时间段可以根据诸如预定事件的类型或代理的类型等因素而变化。 作为另一示例，修改的选择过程可以连续运行，使得存储的代理调度信息总是作为呼叫选择和代理选择中的考虑因素而活动。 呼叫中心可以被配置为在指定的条件下（例如，人员配备不足或异常繁重的呼叫量）参考存储的代理进度信息来选择呼叫或其他通信。