公开(公告)号：US06707903B2

公开(公告)日：2004-03-16

申请号：US10358640

申请日：2003-02-05

申请人： Didina Burok ,  Andrew D. Flockhart ,  James M. Landwehr ,  Colin Lingwood Mallows ,  Sami Joseph Qutub ,  Rafal Sitkowski ,  Leta G. Herman ,  Peter J. Matteo ,  Larry John Roybal ,  Robert C. Steiner ,  Wen-Hua Ju ,  Gail Levenelm

发明人： Didina Burok ,  Andrew D. Flockhart ,  James M. Landwehr ,  Colin Lingwood Mallows ,  Sami Joseph Qutub ,  Rafal Sitkowski ,  Leta G. Herman ,  Peter J. Matteo ,  Larry John Roybal ,  Robert C. Steiner ,  Wen-Hua Ju ,  Gail Levenelm

IPC分类号： H04M300

CPC分类号： H04M3/5233 ,  G06Q10/06 ,  H04M3/5238

摘要： An automated method for servicing a plurality of work items within committed times. A workflow including two or more work activities is assigned for each of the plurality of work items and a commitment is assigned either to each workflow or to each work item in each workflow. Queued work items are automatically assigned to a next available agent based on an activity state. A short-term predictor provides early detection of work items that are at risk of failing to meet their commitments. A long-term predictor detects backlogs of work items where excessive delays in queue are likely to put work items at risk of failing to meet their commitments. An activity's state can also cause additional reserve and backup agents to be assigned to it, to service work items from its queue before their commitments are missed.

摘要翻译： 一种用于在提交的时间内维护多个工作项的自动化方法。 分配用于多个工作项目中的每一个的包括两个或多个工作活动的工作流程，并且将承诺分配给每个工作流程或每个工作流程中的每个工作项目。 排队的工作项目将根据活动状态自动分配给下一个可用代理。 一个短期预测指标可以及早发现有可能无法履行承诺的工作项目。 一个长期的预测指标可以检测到工作项目的积压，其中排队过度的延误可能会使工作项目面临不履行其承诺的风险。 活动的状态还可能导致额外的预留和备份代理分配给它，以便在承诺丢失之前从其队列中服务工作项。