公开(公告)号：US20160330324A1

公开(公告)日：2016-11-10

申请号：US15188355

申请日：2016-06-21

Applicant: Xerox Corporation

Inventor： Sharath Srinivas ,  Bo Hu ,  Johannes A. Koomen

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5232 ,  H04M3/5166 ,  H04M3/5231 ,  H04M3/5238 ,  H04M2201/14 ,  H04M2201/18 ,  H04M2203/402

Abstract: Systems and methods of routing calls may include receiving a plurality of calls, and for each of the plurality of calls, determining a threshold time that may be a maximum service time for the call, estimating an expected service time for the call, comparing the threshold time with the expected service time for the call, and assigning the call into one of a plurality of queues based upon the comparing. The method of routing may further include prioritizing the plurality of queues based upon the expected service time for each call in each of the plurality of queues, directing each call in a first queue of the plurality of queues to a first group of agents, and providing a callback prompt to each call in a second queue of the plurality of queues, wherein a priority of the first queue is higher than a priority of the second queue.

Abstract translation: 路由呼叫的系统和方法可以包括接收多个呼叫，并且对于多个呼叫中的每一个，确定可以是呼叫的最大服务时间的阈值时间，估计呼叫的预期服务时间，比较阈值 具有预期的呼叫服务时间，并且基于该比较将该呼叫分配到多个队列中的一个队列中。 路由的方法还可以包括基于多个队列中的每一个中的每个呼叫的每个呼叫的预期服务时间来对多个队列进行优先级排序，将多个队列中的每个呼叫定向到第一组代理，并且提供 对所述多个队列的第二队列中的每个呼叫的回叫提示，其中所述第一队列的优先级高于所述第二队列的优先级。

公开(公告)号：US20140337081A1

公开(公告)日：2014-11-13

申请号：US13888668

申请日：2013-05-07

Applicant: XEROX CORPORATION

Inventor： Bo Hu ,  Faming Li

IPC: G06Q10/06

CPC classification number: G06Q10/06315

Abstract: A method of adjusting labor capacity in a print production environment may include receiving, by a computing device, a realized demand value for a print production environment and determining that the realized demand value exceeds a total labor capacity associated with one or more workers in the print production environment. The method may include, in response to determining that the realized demand value exceeds the total labor capacity associated with the print production environment, determining one or more updated compensation rates for the one or more workers, determining one or more production parameters corresponding to each of the updated compensation rates, presenting the determined updated compensation rates and corresponding production parameters to a user, receiving a selection of an updated compensation rate from the presented compensation rates, and communicating the selected updated compensation rate to the one or more workers.

Abstract translation: 调整印刷生产环境中的劳动能力的方法可以包括：由计算设备接收实现的印刷生产环境的需求值，并确定所实现的需求值超过与印刷品中的一个或多个工人相关联的总劳动能力 生产环境。 该方法可以包括响应于确定所实现的需求值超过与打印生产环境相关联的总劳动能力，确定一个或多个工作者的一个或多个更新的补偿率，确定对应于每一个的一个或多个生产参数 更新的补偿率，将确定的更新的补偿率和相应的生产参数呈现给用户，从所提供的补偿率接收更新的补偿率的选择，以及将所选择的更新的补偿率传达给所述一个或多个工作者。

公开(公告)号：US08995647B2

公开(公告)日：2015-03-31

申请号：US13898136

申请日：2013-05-20

Applicant: Xerox Corporation

Inventor： Faming Li ,  Bo Hu ,  Yu-An Sun

IPC: H04M3/00 ,  H04M3/523

CPC classification number: H04M3/5232

Abstract: A method, non-transitory computer readable medium, and apparatus for routing a call using a hybrid call routing scheme are disclosed. For example, the method receives a call for a customer agent at a call center, identifies a list of available customer agents, calculates a hybrid score for each one of the available customer agents, wherein the hybrid score is based upon a combination of a longest-idle-agent routing parameter, a performance based routing parameter and a tuning parameter, selects a customer agent from the list of the available customer agents having a highest hybrid score and routes, by the processor, the call to the customer agent that is selected.

Abstract translation: 公开了一种使用混合呼叫路由方案来路由呼叫的方法，非暂时计算机可读介质和装置。 例如，该方法在呼叫中心接收对客户代理的呼叫，识别可用客户代理的列表，计算每个可用客户代理的混合分数，其中该混合分数基于最长的组合 - 代理路由参数，基于性能的路由参数和调整参数，从具有最高混合分数的可用客户代理的列表中选择客户代理，并由处理器路由到所选择的客户代理的呼叫 。

公开(公告)号：US20140341370A1

公开(公告)日：2014-11-20

申请号：US13898136

申请日：2013-05-20

Applicant: Xerox Corporation

Inventor： FAMING LI ,  Bo Hu ,  Yu-An Sun

IPC: H04M3/523

CPC classification number: H04M3/5232

Abstract: A method, non-transitory computer readable medium, and apparatus for routing a call using a hybrid call routing scheme are disclosed. For example, the method receives a call for a customer agent at a call center, identifies a list of available customer agents, calculates a hybrid score for each one of the available customer agents, wherein the hybrid score is based upon a combination of a longest-idle-agent routing parameter, a performance based routing parameter and a tuning parameter, selects a customer agent from the list of the available customer agents having a highest hybrid score and routes, by the processor, the call to the customer agent that is selected.

Abstract translation: 公开了一种使用混合呼叫路由方案来路由呼叫的方法，非暂时计算机可读介质和装置。 例如，该方法在呼叫中心接收对客户代理的呼叫，识别可用客户代理的列表，计算每个可用客户代理的混合分数，其中该混合分数基于最长的组合 -idle-agent路由参数，基于性能的路由参数和调整参数，从具有最高混合分数的可用客户代理的列表中选择客户代理，并由处理器路由到被选择的客户代理的呼叫 。