公开(公告)号：US08391465B1

公开(公告)日：2013-03-05

申请号：US13016714

申请日：2011-01-28

Applicant: Shane Porter

Inventor： Shane Porter

IPC: H04M3/00

CPC classification number: H04M3/5238 ,  H04M3/5175 ,  H04M3/5237 ,  H04M2201/12

Abstract: A system for automatically collecting, displaying, analyzing and projecting data associated with inbound and outbound calls at a plurality of customer care call centers is presented. The system comprises a computer system, a memory, and an application stored in the memory that, when executed by the computer system, stores inbound call metrics about calls to a plurality of customer care call centers, and stores outbound call metrics about calls directed outbound from the plurality of customer care call centers. The system further determines a current call handling status of the plurality of customer care call centers, projects a future status of the plurality of customer care call centers based on the inbound call metrics, on the outbound call metrics, on the current call handling status, and on a call handling plan, and performs an action based on the projected future status of the plurality of customer care call centers.

Abstract translation: 提出了一种用于在多个客户服务呼叫中心自动收集，显示，分析和投影与入站和出站呼叫相关联的数据的系统。 该系统包括计算机系统，存储器和存储在存储器中的应用，当由计算机系统执行时，存储关于呼叫到多个客户服务呼叫中心的入站呼叫指标，并且存储关于呼叫定向出站的出站呼叫指标 来自多个客户服务呼叫中心。 该系统进一步确定多个客户服务呼叫中心的当前呼叫处理状态，基于呼入呼叫度量，根据当前呼叫处理状态在出站呼叫指标上投射多个客户服务呼叫中心的未来状态， 以及呼叫处理计划，并且基于多个客户服务呼叫中心的预计未来状态来执行动作。