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公开(公告)号：US20110047002A1
公开(公告)日：2011-02-24
申请号：US12545386
申请日：2009-08-21
CPC分类号： G06Q10/063112 , G06Q10/06311 , G06Q10/063114 , G06Q10/063116
摘要： A distributed contact center is described and systems, methods, and devices for sharing state information between the various parts of the contact center are provided. Skill state information is condensed into one or several bits such that a message describing the state of multiple skills can be generated and shared with other parts of the contact center. This provides the ability to convey a large amount of state information for a particular site in a multi-site system without consuming a large amount of bandwidth or utilizing a large amount of processing capabilities.
摘要翻译： 描述了分布式联络中心，并提供了用于在联络中心的各个部分之间共享状态信息的系统，方法和设备。 技能状态信息被压缩成一个或几个位，使得可以生成描述多个技能的状态的消息并且与联络中心的其他部分共享。 这提供了在多站点系统中为特定站点传送大量状态信息而不消耗大量带宽或利用大量处理能力的能力。
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12.发明授权Method and apparatus for load balancing work on a network of servers based on the probability of being serviced within a service time goal 有权基于在服务时间目标内被服务的概率，在服务器网络上进行负载平衡工作的方法和装置公开(公告)号：US07770175B2
公开(公告)日：2010-08-03
申请号：US10673118
申请日：2003-09-26
CPC分类号： H04L67/1008 , H04L29/06 , H04L67/1002 , H04L67/1023 , H04L2029/06054
摘要： The present invention is directed to balancing resource loads. In particular, the present invention is directed to assigning work to service locations having the greatest probability of servicing the work within a target time. Because an average wait time is not necessarily equal to a probability of servicing work within a target time, the present invention is useful in meeting service target goals. Because the present invention operates by comparing the probability of a defined set of service locations to one another, absolute probabilities need not be calculated. Instead, relative probabilities may be used in assigning work.
摘要翻译： 本发明涉及平衡资源负载。 特别地，本发明涉及将工作分配给在目标时间内具有服务工作概率最大的服务位置。 因为平均等待时间不一定等于在目标时间内维修工作的概率，本发明在满足服务目标目标方面是有用的。 因为本发明通过将定义的一组服务位置的概率相互比较来操作，所以不需要计算绝对概率。 相反，相对概率可用于分配工作。
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13.发明授权公开(公告)号：US09025761B2
公开(公告)日：2015-05-05
申请号：US12142565
申请日：2008-06-19
CPC分类号： H04M3/523 , G06Q10/06 , G06Q10/0631 , G06Q10/06312 , G06Q10/06315 , G06Q10/0635 , G06Q10/0639 , G06Q10/087
摘要： The present invention provides a system and method for assessing the status of work waiting for service in a work queue or a work pool. Work items are placed in the work queue or work pool and have a service time goal. The work items in the work queue or work pool are scanned and a required queue position for each work item is calculated according to the amount of time remaining prior to the expiration of the service time goal and weighted advance time for servicing of work items in the work queue or pool. An array of counters has elements which correspond to required queue positions. Upon the calculation of the required queue position for a work item, the counter corresponding to the required queue position is incremented. When all of the work items are scanned, the array of counters is analyzed to predict a future state of the work queue or work pool.
摘要翻译： 本发明提供了一种用于评估在工作队列或工作池中等待服务的工作状态的系统和方法。 工作项目放置在工作队列或工作池中，并具有服务时间目标。 扫描工作队列或工作池中的工作项目，并根据服务时间目标到期之前的剩余时间量和每个工作项目工作项目服务期间的加权提前时间，计算每个工作项目所需的队列位置 工作队列或池。 计数器阵列具有对应于所需队列位置的元素。 在计算工作项目所需的队列位置时，增加对应于所需队列位置的计数器。 当扫描所有工作项时，分析计数器阵列以预测工作队列或工作池的未来状态。
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公开(公告)号：US08891747B2
公开(公告)日：2014-11-18
申请号：US12142599
申请日：2008-06-19
CPC分类号： H04M3/523 , G06Q10/06 , G06Q10/0631 , G06Q10/06312 , G06Q10/06315 , G06Q10/0635 , G06Q10/0639 , G06Q10/087
摘要： The present invention provides a system and method for assessing the status of work waiting for service in a work queue or a work pool. Work items are placed in the work queue or work pool and have a service time goal. The work items in the work queue or work pool are scanned and a required queue position for each work item is calculated according to the amount of time remaining prior to the expiration of the service time goal and weighted advance time for servicing of work items in the work queue or pool. An array of counters has elements which correspond to required queue positions. Upon the calculation of the required queue position for a work item, the counter corresponding to the required queue position is incremented. When all of the work items are scanned, the array of counters is analyzed to predict a future state of the work queue or work pool.
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公开(公告)号：US08688684B2
公开(公告)日：2014-04-01
申请号：US13441746
申请日：2012-04-06
IPC分类号： G06F17/30
CPC分类号： H04M3/5233 , G06F17/30 , G06Q10/06 , G06Q10/063112
摘要： A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, define, in real-time, qualifier set combinations for work items. Thus, the contact center can create a dictionary of combinations of work item attributes that may be defined as work items are introduced to the system. The definition of the combinations allows for large qualifier sets without the large expenditure of resources to define all possible combinations of attributes for the contact center.
摘要翻译： 描述联络中心以及用于施用它的各种方法和机制。 本文提出的联络中心提供了能够实时定义工作项目的限定符集合组合。 因此，联络中心可以创建可被定义为将工作项引入到系统的工作项属性的组合的字典。 组合的定义允许大量限定词集合，而不需要大量资源来定义联络中心的所有可能的属性组合。
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公开(公告)号：US20130279685A1
公开(公告)日：2013-10-24
申请号：US13449955
申请日：2012-04-18
IPC分类号： H04M3/00
CPC分类号： H04M3/5175 , H04M3/5233 , H04M2203/401
摘要： A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, determine performance efficiencies/metric associated with one or more multi-tasking agents and provide relief to agents based on rules. This multi-tasking relief may be provided to the one or more agents via reducing an amount of multi-tasking work, inserting breaks into the agent's work flow, and/or directing work items to other resources.
摘要翻译： 描述联络中心以及用于施用它的各种方法和机制。 本文提出的联络中心提供了除其他之外确定与一个或多个多任务代理相关联的性能效率/度量的能力，并且基于规则向代理提供救济。 可以通过减少多任务工作的数量，将代理人的工作流程插入插入和/或将工作项目引导到其他资源来将该多任务卸载提供给一个或多个代理。
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公开(公告)号：US20130268546A1
公开(公告)日：2013-10-10
申请号：US13441746
申请日：2012-04-06
CPC分类号： H04M3/5233 , G06F17/30 , G06Q10/06 , G06Q10/063112
摘要： A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, define, in real-time, qualifier set combinations for work items. Thus, the contact center can create a dictionary of combinations of work item attributes that may be defined as work items are introduced to the system. The definition of the combinations allows for large qualifier sets without the large expenditure of resources to define all possible combinations of attributes for the contact center.
摘要翻译： 描述联络中心以及用于施用它的各种方法和机制。 本文提出的联络中心提供了能够实时定义工作项目的限定符集合组合。 因此，联络中心可以创建可被定义为将工作项引入到系统的工作项属性的组合的字典。 组合的定义允许大量限定词集合，而不需要大量资源来定义联络中心的所有可能的属性组合。
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公开(公告)号：US20130223619A1
公开(公告)日：2013-08-29
申请号：US13407536
申请日：2012-02-28
IPC分类号： H04M3/00
CPC分类号： H04M3/5238
摘要： Systems and methods for providing adaptive estimated wait time predictions for work items are provided. More particularly, a processor-enabled module may select a best estimated wait time algorithm from among a plurality of estimated wait time algorithms that meets the accuracy and calculation resource conditions of a contact center based on rules. Furthermore, the conditions of a contact center may change at times and as a result the selection of which estimated wait time algorithm is considered best will adapt to suit the contact center change. In addition, the selected best estimated wait time prediction can be provided to client communication devices.
摘要翻译： 提供了用于为工作项提供自适应估计等待时间预测的系统和方法。 更具体地，支持处理器的模块可以从满足基于规则的联络中心的准确性和计算资源状况的多个估计等待时间算法中选择最佳估计等待时间算法。 此外，联络中心的条件可能有时会改变，因此，最佳的估计等待时间算法的选择将适应于联络中心的变化。 此外，所选择的最佳估计等待时间预测可以提供给客户端通信设备。
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公开(公告)号：US20130223612A1
公开(公告)日：2013-08-29
申请号：US13408806
申请日：2012-02-29
IPC分类号： H04M3/00
CPC分类号： H04M3/5175 , H04M3/5238
摘要： A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, support the ability to flexibly apply a plurality of different work assignment algorithms simultaneously, weight work item routing decisions received from each work assignment algorithm, and then make a final work item routing decision based on a weighted combination of the work item routing decisions.
摘要翻译： 描述联络中心以及用于施用它的各种方法和机制。 本文中提出的联络中心提供了能够同时支持灵活地应用多个不同的工作分配算法的能力，从每个工作分配算法接收的加权工作项路由决定，然后进行最终的工作项路由决策 基于工作项路由决策的加权组合。
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公开(公告)号：US08488772B2
公开(公告)日：2013-07-16
申请号：US13115657
申请日：2011-05-25
申请人： Luciano Godoy Fagundes , Tommy Moran , Veeranna A. Yamanappa , Mohammad Khan , Dhaval Desai , Joylee E. Kohler , Andrew D. Flockhart , Robert C. Steiner
发明人： Luciano Godoy Fagundes , Tommy Moran , Veeranna A. Yamanappa , Mohammad Khan , Dhaval Desai , Joylee E. Kohler , Andrew D. Flockhart , Robert C. Steiner
摘要： Agents in a contact center are grouped dynamically by defining performance metrics against which agents are to be judged, and generating an evaluation score for each of a number of agents by comparing their actual performance data to the defined performance metrics. Agents are assigned to the groups based on their performance scores. This provides the ability to generate reports and route contacts according to actual agent performance judged relative to user-specified performance metrics. The sizes of groups can be adjusted in real time to take account of actual or anticipated levels of contacts with different requirements, and agents can be reallocated among the resized groups on the fly based on the ranking of their evaluation scores.
摘要翻译： 通过定义要判断代理的性能指标，并通过将其实际性能数据与定义的性能度量进行比较，为多个代理中的每一个生成评估分数来动态分组联络中心中的代理。 基于他们的绩效分数，代理被分配到组。 这提供了根据与用户指定的性能指标相关的实际代理性能生成报告和路由联系人的功能。 可以实时调整组的大小，以考虑到具有不同要求的实际或预期的联系人数，并且可以根据其评估分数的排名，在调整大小的组中重新分配代理人。
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