-
11.发明授权System and method for detecting emotions at different steps in a communication 有权用于在通信中不同步骤检测情绪的系统和方法公开(公告)号：US08054964B2
公开(公告)日：2011-11-08
申请号：US12433438
申请日：2009-04-30
IPC分类号： H04M3/00
CPC分类号： H04M3/51 , G10L17/26 , H04M3/436 , H04M2203/2011
摘要： The system and method establish a communication with a first party. A first emotion is detected during a first step during the communication. Steps in the communication can include: establishing a call, waiting in a queue, talking with an agent, communicating with an IVR system, and the like. A second emotion is detected at a different step in the communication. Alternatively, the first and second emotions are detected in two different but related communications. The detection of the first and/or second emotion determines how to process the communication. Examples of processing a communication can include routing the communication differently, selecting a different script for an agent, selecting a different agent, and the like. In addition, the communication can also be processed differently based on other additional parameters.
摘要翻译： 系统和方法与第一方建立通信。 在通信期间的第一步骤期间检测到第一情绪。 通信中的步骤可以包括：建立呼叫，等待队列，与代理交谈，与IVR系统通信等。 在通信中的不同步骤中检测到第二情绪。 或者，第一和第二情绪在两个不同但相关的通信中被检测。 第一和/或第二情绪的检测决定了如何处理通信。 处理通信的示例可以包括不同地路由通信，为代理选择不同的脚本，选择不同的代理等。 此外，还可以基于其他附加参数对通信进行不同的处理。
-
12.发明申请AUTOMATED MECHANISM FOR POPULATING AND MAINTAINING DATA STRUCTURES IN A QUEUELESS CONTACT CENTER 有权自动化机构在无连接中心的人口和维护数据结构公开(公告)号：US20110255684A1
公开(公告)日：2011-10-20
申请号：US12882955
申请日：2010-09-15
CPC分类号： H04M3/5232 , G06Q10/06
摘要： A queueless 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, achieve true one-to-one matching. Solutions are also provided for managing data structures utilized by the queueless contact center. Furthermore, mechanisms for generating traditional queue-based performance views and metrics for the queueless contact center are proposed to help facilitate a smooth transition from traditional queue-based contact centers to the next generation contact centers described herein.
摘要翻译： 描述了一个无责任的联络中心以及用于管理它的各种方法和机制。 本文提出的联络中心提供了除其他外，实现真正的一对一匹配的能力。 还提供了解决方案，用于管理无责任联络中心使用的数据结构。 此外，提出了用于为无状态联络中心生成传统的基于队列的性能视图和度量的机制，以帮助促进从传统的基于队列的联络中心到本文所述的下一代联络中心的平滑过渡。
-
公开(公告)号：US20110255681A1
公开(公告)日：2011-10-20
申请号：US12882970
申请日：2010-09-15
IPC分类号： H04M3/00
CPC分类号： H04M3/5232 , G06Q10/06 , H04M3/5183 , H04M3/5233
摘要： A queueless 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, achieve true one-to-one matching. Solutions are also provided for managing data structures utilized by the queueless contact center. Furthermore, mechanisms for generating traditional queue-based performance views and metrics for the queueless contact center are proposed to help facilitate a smooth transition from traditional queue-based contact centers to the next generation contact centers described herein.
摘要翻译： 描述了一个无责任的联络中心以及用于管理它的各种方法和机制。 本文提出的联络中心提供了除其他外，实现真正的一对一匹配的能力。 还提供了解决方案，用于管理无责任联络中心使用的数据结构。 此外，提出了用于为无状态联络中心生成传统的基于队列的性能视图和度量的机制，以帮助促进从传统的基于队列的联络中心到本文所述的下一代联络中心的平滑过渡。
-
公开(公告)号：US08036682B1
公开(公告)日：2011-10-11
申请号：US11810377
申请日：2007-06-05
CPC分类号： H04M3/5231 , H04M3/42374 , H04M2207/20
摘要： A call center allows a customer to select the type of callback service which the customer wishes the call center to utilize when placing a call back to the customer. The call center then tests for the presence of a device specified by the customer. When the presence of the device is detected on an Internet/network, the call center will place a call to the customer via a device specified by the customer. Also, a call center allows a user to select the type of callback service which the customer wishes to use for a later communication with the call center. When the call center has the capability of providing the selected type of callback service, the call center indicates this capability by publishing a service presence. A customer device detects the published service presence and alerts the customer who establishes communication with the callback center.
摘要翻译： 呼叫中心允许客户选择客户希望呼叫中心在向客户发回电话时使用的回呼服务的类型。 然后，呼叫中心测试客户指定的设备的存在。 当在互联网/网络上检测到设备的存在时，呼叫中心将通过客户指定的设备呼叫客户。 此外，呼叫中心允许用户选择客户希望用于稍后与呼叫中心通信的回呼服务的类型。 当呼叫中心具有提供所选类型的回呼服务的能力时，呼叫中心通过发布服务存在来指示该功能。 客户设备检测已发布的服务存在并提醒与回叫中心建立通信的客户。
-
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。
-
16.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。
-
17.发明授权Arrangement for controlling the volume and type of contacts in an internet call center 有权用于控制互联网呼叫中心的联系人的音量和类型的安排公开(公告)号：US06741699B1
公开(公告)日：2004-05-25
申请号：US09669257
申请日：2000-09-25
IPC分类号： H04M300
CPC分类号： H04M7/003 , H04M3/36 , H04M3/367 , H04M3/5191 , H04M3/523 , H04M3/5238
摘要： The present invention provides a method and system for controlling call volume into a call center. The method and system provides the contacting entity with a file of information for viewing that encourages or discourages continuance of the contact or initiation of another contact with the call center. This is accomplished by adding or omitting features from the file such as contact buttons or icons, messages, and the like. The architecture determines which type of file to provide a contacting entity based on such factors as the staffing level of the call center, the busyness of the call center, the value of the contact and/or contacting entity, and the like.
摘要翻译： 本发明提供一种用于控制呼叫中心呼叫量的方法和系统。 该方法和系统向联系实体提供用于观看的信息文件，其鼓励或阻止与呼叫中心的联系或启动另一联系人的连续性。 这是通过添加或省略文件中的功能来实现的，例如联系人按钮或图标，消息等。 该架构基于诸如呼叫中心的人员配置，呼叫中心的忙碌，联系人和/或联系实体的价值等因素来确定提供接触实体的哪种类型的文件。
-
18.发明授权Optimizing call-center performance by using predictive data to distribute calls among agents 失效通过使用预测数据在代理之间分配呼叫来优化呼叫中心的性能公开(公告)号：US06173053B2
公开(公告)日：2001-01-09
申请号：US09057842
申请日：1998-04-09
申请人： Frank J. Bogart , Andrew D. Flockhart , Robin H. Foster , Joylee E. Kohler , Eugene P. Mathews , Stephen L. Skarzynski
发明人： Frank J. Bogart , Andrew D. Flockhart , Robin H. Foster , Joylee E. Kohler , Eugene P. Mathews , Stephen L. Skarzynski
IPC分类号： H04Q364
CPC分类号： H04M3/5233
摘要： Selection of a call-center agent (106-108) to handle a call is based on which available agent's handling of the call will tend to optimize call-center performance criteria such as efficiency (e.g., minimize per-call handling time) or derived benefit (e.g., maximize revenue). Each agent has a service profile for each type of call that they handle. A service profile (400-402) comprises present values of a plurality of service metrics, such as proficiency, profitability, customer satisfaction, and agent satisfaction. When a call of a particular type becomes available, the present values of the service metrics of the service profile (400-500) of that call type of each agent who is available to handle the call are combined (304) into a score according to one of a plurality of formulas which corresponds to that call type, and the agent with the best score is assigned (306) to the call. When the assigned agent finishes handling the is call, his or her performance is evaluated (202-206) based on the service metrics, and the valuations are used (210) to revise the present values of the service metrics of that agent's service profile. The revision process gives (208) more weight to valuations of more-recently-handled calls to reflect both long-term and short-term agent performance trends and variations.
摘要翻译： 呼叫中心代理（106-108）的选择是基于哪个可用代理对呼叫的处理将趋向于优化呼叫中心性能标准，例如效率（例如，最小化每个呼叫处理时间）或导出 收益（例如，最大化收入）。 每个代理都有一个服务配置文件，用于他们处理的每种类型的调用。 服务简档（400-402）包括多个服务度量的现值，例如熟练度，盈利能力，顾客满意度和代理满意度。 当特定类型的呼叫可用时，可以处理呼叫的每个代理的该呼叫类型的服务简档（400-500）的当前值被组合（304）到根据 对应于该呼叫类型的多个公式中的一个，并且具有最佳分数的代理被分配（306）到该呼叫。 当所分配的代理完成处理呼叫时，根据服务度量对其性能进行评估（202-206），并使用估价（210）来修改该代理服务简档的服务度量的当前值。 修订过程使（208）对最近处理的呼叫的估值更加重视，以反映长期和短期代理业绩趋势和变化。
-
公开(公告)号：US5828747A
公开(公告)日：1998-10-27
申请号：US790143
申请日：1997-01-28
申请人： Thomas S. Fisher , Andrew D. Flockhart , Roy A. Jensen , Joylee E. Kohler , Eugene P. Mathews , Edward L. Smelko
发明人： Thomas S. Fisher , Andrew D. Flockhart , Roy A. Jensen , Joylee E. Kohler , Eugene P. Mathews , Edward L. Smelko
CPC分类号： H04M3/5233 , H04M3/5234
摘要： A call-distribution function (150) of an ACD system (101) improves the equity of distribution of calls to agents (106-108) by basing the distribution on the agents' individual occupancies. Illustratively, determining an agent's occupancy involves either determining (304) how many calls the agent has handled within a predetermined time interval, or determining (305) how much time of a predetermined time interval the agent has spent on handling of calls. The occupancy is periodically re-determined, and a next call is allocated to the presently least-occupied one of agents who are available to take the call, or to an agent to whose occupancy the allocation will be most beneficial, such as an available agent to whom allocation of the call will maximize convergence of actual and target occupancies. A queue (135) of agents available is ordered in the inverse order of the agent's occupancies, and a newly-available agent is slotted (inserted) (306) into the queue in a position (202) that ensures the continued inverse ordering of the agent queue. The occupancies of agents are then re-determined (308) and the agents are re-enqueued (310) accordingly.
摘要翻译： ACD系统（101）的呼叫分配功能（150）通过基于代理人的个人占用的分配来提高对代理（106-108）的呼叫分配的权益。 说明性地，确定代理的占用涉及在预定时间间隔内确定（304）代理已经处理了多少呼叫，或者确定（305）代理在处理呼叫上花了多少时间间隔。 周期性重新确定占用率，并且下一个呼叫被分配给可用于接听呼叫的当前最不占用的代理人，或分配给其最有利的代理人，例如可用的代理 呼叫的分配将最大化实际和目标占用的收敛。 可用的代理的队列（135）以代理人的占用的相反顺序排序，并且新的可用代理在（202）中被插入（插入）（306）到队列中，以确保持续反向排序 代理队列。 然后重新确定代理人的占用（308），并且相应地将代理重新排队（310）。
-
公开(公告)号：US5506898A
公开(公告)日：1996-04-09
申请号：US273667
申请日：1994-07-12
申请人： Ralph J. Costantini , Andrew D. Flockhart , Cecil W. Maccannon, Jr. , James L. Murtaugh, III , Carol Santagato , Minh D. Tran
发明人： Ralph J. Costantini , Andrew D. Flockhart , Cecil W. Maccannon, Jr. , James L. Murtaugh, III , Carol Santagato , Minh D. Tran
CPC分类号： H04M3/523 , H04M3/5233 , H04M3/5238
摘要： In an automatic call distribution (ACD) system, an improved estimated waiting time arrangement derives a more accurate estimate of how long a call that is or may be enqueued in a particular queue will have to wait before being serviced by an agent, by using the average rate of advance of calls through positions of the particular queue. For a dequeued call, the arrangement determines the call's individual rate of advance from one queue position to the next toward the head of the queue. It then uses this individual rate to recompute a weighted average rate of advance through the queue derived from calls that preceded the last-dequeued call through the queue. To derive a particular call's estimated waiting time, the arrangement multiplies the present weighted average rate of advance by the particular call's position number in the queue. The arrangement may be called upon to update the derivation at any time before or while the call is in queue. Also, the arrangement performs the estimated waiting time derivation separately and individually for each separate queue. The arrangement advantageously takes into consideration the effect of ACD features that affect the estimated waiting time, including changes in the numbers of agents that are serving the queue due to agent login and logout, multiple split/skill queuing, agents with multiple skills or in multiple splits, priority queuing, interflow, intraflow, and call-abandonment rates.
摘要翻译： 在自动呼叫分配（ACD）系统中，改进的估计等待时间安排导出更精确的估计，即在特定队列中进入或可能入队的呼叫将在由代理服务之前必须等待多长时间，通过使用 通过特定队列的位置的平均通话率。 对于出队呼叫，该安排确定呼叫从一个队列位置到下一个队列的头部的单独提前速率。 然后，它使用这个单独的速率来重新计算从通过队列的最后出队呼叫之前的呼叫导出的队列的加权平均提前速率。 为了导出特定呼叫的估计等待时间，该排列将当前加权平均提前速率乘以队列中的特定呼叫位置号。 可能要求该调度在呼叫进入队列之前或之时更新派生。 此外，该排列对于每个单独的队列分别执行估计的等待时间导出。 这种安排有利地考虑了影响估计的等待时间的ACD特征的影响，包括由于代理登录和注销，服务于队列的代理数量的变化，多个分组/技能排队，具有多个技能的代理或多个 分流，优先排队，流量，流量和呼叫丢弃率。
-
-
-
-
-
-
-
-
-
搜索结果
97 条记录 (耗时 0.05 秒)
