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11.发明授权公开(公告)号：US06661889B1
公开(公告)日：2003-12-09
申请号：US09484099
申请日：2000-01-18
IPC分类号： H04M300
CPC分类号： H04M3/5233 , H04M3/5232 , H04M3/5238
摘要： A multi-variable work assignment process is used to assign work items, such as voice calls, e-mails and other communications or tasks, to agents in a call center. The multi-variable work assignment process determines whether values of a particular variable characterizing the work items fall within a designated range, and if so utilizes at least one additional variable for making the work assignment decision. The work assignment process may also or alternatively consider a weighted combination of multiple variables in making the work assignment decision. Examples of variables which may be used in the multi-variable assignment process include current wait time, service objective, skill preference, skill level, anticipated wait time, predicted wait time, etc. The invention may be implemented in a one-to-many work assignment process which selects one of a set of agents available for handling a particular work item, in a many-to-one work assignment process which selects one of a set of work items for handling by a particular available agent, or in a many-to-many work assignment process in which multiple agents are each considered simultaneously for handling multiple work items.
摘要翻译： 多变量工作分配过程用于将呼叫中心中的代理人的工作项目（如语音呼叫，电子邮件和其他通信或任务）分配给代理。 多变量工作分配过程确定表征工作项目的特定变量的值是否落在指定范围内，如果是，则利用至少一个附加变量进行工作分配决定。 在进行工作分配决定时，工作分配过程还可以或者替代地考虑多个变量的加权组合。 可以在多变量分配过程中使用的变量的示例包括当前等待时间，服务目标，技能偏好，技能水平，预期等待时间，预测等待时间等。本发明可以以一对多 工作分配过程，其选择可用于处理特定工作项的一组代理之一，在多对一工作分配过程中，所述多个工作分配过程选择一组工作项中的一个，以供特定可用代理处理，或者在多个 多个工作分配过程，其中多个代理被同时考虑用于处理多个工作项。
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12.发明授权公开(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。
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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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14.发明申请公开(公告)号：US20130013359A1
公开(公告)日：2013-01-10
申请号：US13179245
申请日：2011-07-08
IPC分类号： G06Q10/00
摘要： Provided herein is a system and method for determining a service agent start time objective for a customer contact and matching agents and customers based on meeting that objective. The method may include: receiving a customer contact to request service; determining a service completion objective for the customer contact based upon a service-level agreement; determining a handling time limit based on a historical elapsed handling time; and subtracting the handling time limit from the service completion objective, to produce the service agent start time.
摘要翻译： 这里提供了一种用于基于满足该目标来确定客户联系人和匹配代理和客户的服务代理开始时间目标的系统和方法。 该方法可以包括：接收客户联系人以请求服务; 基于服务级别协议确定客户联系人的服务完成目标; 基于历史经过处理时间确定处理时间限制; 并从服务完成目标减去处理时间限制，以产生服务代理开始时间。
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公开(公告)号：US07711104B1
公开(公告)日：2010-05-04
申请号：US10946638
申请日：2004-09-20
申请人： Andrew D. Flockhart , Kenneth R. Hackbarth , Thomas L. Hemm , Sarah Hildebrandt Kiefhaber , Joylee E. Kohler , Gary Edward Olmsted , Jill B. Ziobro
发明人： Andrew D. Flockhart , Kenneth R. Hackbarth , Thomas L. Hemm , Sarah Hildebrandt Kiefhaber , Joylee E. Kohler , Gary Edward Olmsted , Jill B. Ziobro
IPC分类号： H04M3/00
CPC分类号： H04M3/5191 , H04M3/5175
摘要： The present invention is directed to a system for tracking a contact center operation. The system includes a tracking agent 232 operable to (a) receive a notification indicating a change in agent focus from a first work item to a second work item; (b) determine whether the first work item involves a communication medium different from the second work item; and (c) when the first work item involves a communication medium different from the second work item, cause termination of a timer with respect to the servicing of the first work item and initiation of a timer with respect to the servicing of the second work item. The first and second work items are concurrently assigned for servicing to the agent.
摘要翻译： 本发明涉及用于跟踪联络中心操作的系统。 该系统包括跟踪代理232，其可操作以（a）接收指示代理焦点从第一工作项到第二工作项的改变的通知; （b）确定第一工作项目是否涉及与第二工作项目不同的通信介质; 以及（c）当第一工作项目涉及与第二工作项目不同的通信介质时，导致针对第一工作项目的维护终止定时器并且关于第二工作项目的维护启动定时器 。 第一个和第二个工作项目同时被分配给代理服务。
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公开(公告)号：US10579947B2
公开(公告)日：2020-03-03
申请号：US13179245
申请日：2011-07-08
摘要： Provided herein is a system and method for determining a service agent start time objective for a customer contact and matching agents and customers based on meeting that objective. The method may include: receiving a customer contact to request service; determining a service completion objective for the customer contact based upon a service-level agreement; determining a handling time limit based on a historical elapsed handling time; and subtracting the handling time limit from the service completion objective, to produce the service agent start time.
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公开(公告)号：US20120300920A1
公开(公告)日：2012-11-29
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
IPC分类号： H04M3/36
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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18.发明授权Automatic call distribution based on matching required skills with agents skills 失效基于匹配所需技能与代理人技能的自动通话分配
公开(公告)号：US5206903A
公开(公告)日：1993-04-27
申请号：US633918
申请日：1990-12-26
IPC分类号： H04M3/523
CPC分类号： H04M3/5233 , H04M3/5238 , H04Q2213/13072 , H04Q2213/13103 , H04Q2213/1322 , H04Q2213/1328
摘要： Automatic Call Distribution (ACD) equipment is improved by matching the information needs of an incoming caller with the particular expertise of a telemarketing agent who handles such calls. Each incoming call is assigned up to three prioritized skill numbers that estimate skill requirements of the calling party. Each agent possesses up to four skill numbers that represent various particular abilities of that agent. Numbers 1 through 9 are used. Upon arrival of the incoming call, a search is made for a match between the first caller skill number and an available agent possessing that skill. If no match is found, a similar search is made with respect to the second caller skill number. After a predetermined delay, a search is made with respect to the third caller skill number. When a match is found, the incoming call is connected to the agent possessing that skill. The longer that an incoming call remains unanswered, the larger the pool of agents becomes that will be allowed to handle the call. Although the specific expertise sought may not be matched, the present technique optimizes the matching process when a time constraint is imposed.
摘要翻译： 通过将来电者的信息需求与处理此类呼叫的电话销售代理的特定专长进行匹配，自动呼叫分配（ACD）设备得到改进。 每个来电最多分配三个优先级的技能号码，以估计主叫方的技能要求。 每个代理拥有多达四个技能数字，代表该代理人的各种特定能力。 使用数字1到9。 在到达呼入电话时，搜索第一呼叫技能号码和拥有该技能的可用代理之间的匹配。 如果没有找到匹配，则对第二个呼叫者技能号进行类似的搜索。 在预定的延迟之后，相对于第三呼叫技能号码进行搜索。 当发现匹配时，来电将连接到拥有该技能的代理。 传入呼叫仍然未得到应答的时间越长，代理池的数量越大，将被允许处理呼叫。 虽然寻求的具体专长可能不一致，但是当施加时间约束时，本技术优化了匹配过程。
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19.发明申请公开(公告)号：US20100036670A1
公开(公告)日：2010-02-11
申请号：US12186905
申请日：2008-08-06
IPC分类号： G06Q99/00
CPC分类号： H04M3/523 , G06Q30/016 , G06Q30/02 , H04L67/18 , H04L67/24 , H04M2242/30 , H04W4/029
摘要： A contact center is provided that can service customers on premises via a mobile kiosk. The mobile kiosk may be carried by the customer or by an on-site customer service representative. The mobile kiosk may be enqueued in the contact center contact queue such that enhanced customer service can be provided through interfacing with the enterprise database, vendor databases, as well as assigning an appropriately skilled contact center agent to the customer contact.
摘要翻译： 提供了一个联络中心，可通过移动信息亭为内部客户提供服务。 移动信息亭可由客户或现场客户服务代表携带。 移动信息站可以在联络中心联系人队列中排队，使得可以通过与企业数据库，供应商数据库接口以及向客户联系人分配适当技术的联络中心代理来提供增强的客户服务。
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20.发明授权System and method for delivering a contact to a preferred agent after a set wait period 有权在设定的等待期之后将联系人传递给优选代理的系统和方法公开(公告)号：US08913736B2
公开(公告)日：2014-12-16
申请号：US13204366
申请日：2011-08-05
申请人： Joylee E. Kohler , Dhaval Desai , Luciano Godoy Fagundes , Mohammad Khan , Tommy Moran , Veeranna Angadageri Yamanappa
发明人： Joylee E. Kohler , Dhaval Desai , Luciano Godoy Fagundes , Mohammad Khan , Tommy Moran , Veeranna Angadageri Yamanappa
CPC分类号： H04M3/5238 , H04M3/523
摘要： A method for assigning a contact to undifferentiated agents is provided, comprising: describing substantially each undifferentiated agent using at least one agent attribute to produce a set of agent attribute values; describing a contact using at least one contact attribute to produce a set of contact attribute values; relating the sets of agent and contact attribute values to produce at least one preferred agent; determining an expected wait time for substantially each of the at least one preferred agent to produce a set of expected wait times; determining a wait tolerance for the contact; if the expected wait time for at least one preferred agent is less than the wait tolerance, then assign the contact to the at least one preferred agent; and if the expected wait time for the at least one preferred agent is greater than the wait tolerance, then assign the contact to an undifferentiated agent.
摘要翻译： 提供了一种向未分化代理分配联系人的方法，包括：使用至少一个代理属性来描述基本上每个未分化代理以产生一组代理属性值; 使用至少一个联系人属性来描述联系人以产生一组联系人属性值; 将代理和联系人属性值的集合相关联以产生至少一个优选代理; 确定所述至少一个优选代理中的每一个的预期等待时间以产生一组预期等待时间; 确定接触的等待容限; 如果至少一个优选代理的预期等待时间小于等待容限，则将联系人分配给至少一个优选代理; 并且如果所述至少一个优选代理的预期等待时间大于等待容限，则将该联系人分配给未分化代理。
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