公开(公告)号：US20160080573A1

公开(公告)日：2016-03-17

申请号：US14871658

申请日：2015-09-30

Applicant: SATMAP International Holdings Ltd.

Inventor： Zia CHISHTI

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  H04M3/5183 ,  H04M3/5232 ,  H04M3/5235 ,  H04M2201/18 ,  H04M2201/36

Abstract: Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing in a contact center including ordering one or more contacts, ordering one or more agents, comparing a first difference in ordering between a first contact and a first agent in a first pair with a second difference in ordering between a second contact and a second agent in a second pair, and selecting the first pair or the second pair for connection based on the comparing, wherein the first contact and the second contact are different or the first agent and the second agent are different.

Abstract translation: 公开了在接触中心系统中的行为配对技术。 在一个特定实施例中，技术可以被实现为用于在联络中心配对的方法，包括排序一个或多个触点，排序一个或多个代理，比较第一对中的第一触点和第一代理之间的顺序的第一差异 在第二对中的第二接触和第二代理之间的顺序的第二差异，以及基于所述比较来选择所述第一对或所述第二对以进行连接，其中所述第一接触和所述第二接触不同或所述第一接触和/ 第二代理人是不同的。

公开(公告)号：US20150264178A1

公开(公告)日：2015-09-17

申请号：US14727271

申请日：2015-06-01

Applicant: SATMAP International Holdings Ltd.

Inventor： Zia CHISHTI

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5233 ,  H04M3/5133 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5232 ,  H04M3/5236 ,  H04M2201/10 ,  H04M2201/12

Abstract: Techniques for benchmarking performance in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking performance in a contact center system including pairing a first portion of a plurality of contacts with a plurality of agents using rank-based matching or pattern matching, pairing a remaining portion of the plurality of contacts with the plurality of agents using a random matching strategy, and determining a first amount of performance gain for the contact center system by comparing a first plurality of call outcomes associated with the first portion of the plurality of contacts with a second plurality of call outcomes associated with the remaining portion of the plurality of contacts.

Abstract translation: 披露了在联络中心系统中对性能进行基准测试的技术。 在一个具体实施例中，这些技术可以被实现为用于在联络中心系统中对性能进行基准化的方法，包括使用基于秩的匹配或模式匹配将多个联系人的第一部分与多个代理进行配对，将剩余部分 使用随机匹配​​策略与所述多个代理进行的多个联系，以及通过将与所述多个触点的所述第一部分相关联的第一多个呼叫结果与第二多个触点进行比较来确定所述联络中心系统的第一数量的性能增益 与多个联系人的剩余部分相关联的呼叫结果。

公开(公告)号：US20150237212A1

公开(公告)日：2015-08-20

申请号：US14702658

申请日：2015-05-01

Applicant: SATMAP International Holdings Ltd.

Inventor： Zia CHISHTI ,  Stuart J. SPOTTISWOODE ,  Christopher W. JONES

IPC: H04M3/523

CPC classification number: H04M3/5236 ,  H04M3/5158 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5238 ,  H04M2201/18 ,  H04M2201/36

Abstract: Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including determining a first caller grade for a first call, determining a first agent grade for a first agent, and matching the first caller and the first agent based on a comparison of the first caller grade with the first agent grade

Abstract translation: 公开了在联络中心系统中处理联系人和代理人的技术。 在一个特定实施例中，这些技术可以被实现为用于处理联络中心系统中的联系人和代理的方法，包括确定第一呼叫的第一呼叫者等级，确定第一代理的第一代理等级，以及匹配第一呼叫者和 第一代理人基于第一呼叫者等级与第一代理级别的比较