-
公开(公告)号：US20080300953A1
公开(公告)日：2008-12-04
申请号：US11757794
申请日：2007-06-04
申请人： John David Sarlay
发明人： John David Sarlay
IPC分类号： G06Q50/00
CPC分类号： G06Q10/06 , G06Q10/063112 , G06Q10/063116 , G06Q10/1097
摘要： A workforce management system implements enhanced any-day-of-the-week or holiday fairness processing. The system provides one or more display interfaces indexed by day of week or given holiday dates, and through which a user defines a fairness policy with respect to each such day or dates. In use, the system compares a fairness policy with historical credit data to generate a rank order of agent eligibility to fulfill a contact center schedule for a given day or holiday date. This rank order of agent availability is then provided to a scheduler to enable generation of one or more contact center schedules for the given day or holiday date. The day of week and holiday fairness may be carried out independently or combined. The system also enables fairness days or dates to be processed according to a user-defined priority.
摘要翻译： 劳动力管理系统实施增强的任何一天或节假日公平处理。 系统提供一个或多个由星期几或给定假日日期索引的显示界面，用户通过该显示界面定义关于每个这样的日期或日期的公平策略。 在使用中，系统将公平政策与历史信用数据进行比较，以产生代理人资格的排序顺序，以履行给定日或假日日期的联络中心时间表。 然后将代理可用性的这个等级顺序提供给调度器，以便能够为给定的日期或假日日期生成一个或多个联络中心计划。 星期几和假日公平可以单独进行或组合进行。 该系统还可以根据用户定义的优先级对公平日或日期进行处理。
-
公开(公告)号：US20080235074A1
公开(公告)日：2008-09-25
申请号：US12131588
申请日：2008-06-02
CPC分类号： G06Q10/04 , G06Q10/06311 , G06Q10/063116 , G06Q10/06312 , G06Q10/06315 , G06Q10/06398 , G06Q30/0202
摘要： Multimedia contacts are forecasted, propagated, and managed for each period in a range. The number of contacts received in a period is forecasted using historical methods and is propagated to succeeding periods based on the business goals, such as how quickly a certain contact type is to be handled. After the contacts have been propagated, a total contacts to handle is determined for each period, and the staffing requirements are calculated therefrom.
摘要翻译： 在一个范围内的每个期间，预测，传播和管理多媒体联系人。 使用历史方法预测期间收到的联系人数量，并根据业务目标传播到后续期间，例如某种联系人类型的处理速度。 在联系人传播之后，每个期间确定总共处理联系人，并从中计算人员需求。
-
公开(公告)号：US07383199B2
公开(公告)日：2008-06-03
申请号：US11496127
申请日：2006-07-31
IPC分类号： G06F9/46
CPC分类号： G06Q10/04 , G06Q10/06311 , G06Q10/063116 , G06Q10/06312 , G06Q10/06315 , G06Q10/06398 , G06Q30/0202
摘要： Multimedia contacts are forecasted, propagated, and managed for each period in a range. The number of contacts received in a period is forecasted using historical methods and is propagated to succeeding periods based on the business goals, such as how quickly a certain contact type is to be handled. After the contacts have been propagated, a total contacts to handle is determined for each period, and the staffing requirements are calculated therefrom.
摘要翻译： 在一个范围内的每个期间，预测，传播和管理多媒体联系人。 使用历史方法预测期间收到的联系人数量，并根据业务目标传播到后续期间，例如某种联系人类型的处理速度。 在联系人传播之后，每个期间确定总共处理联系人，并从中计算人员需求。
-
公开(公告)号：US20060265271A1
公开(公告)日：2006-11-23
申请号：US11496127
申请日：2006-07-31
申请人： John Sarlay , Paul Leamon , Meghan Herbert
发明人： John Sarlay , Paul Leamon , Meghan Herbert
IPC分类号： G06F15/02
CPC分类号： G06Q10/04 , G06Q10/06311 , G06Q10/063116 , G06Q10/06312 , G06Q10/06315 , G06Q10/06398 , G06Q30/0202
摘要： Multimedia contacts are forecasted, propagated, and managed for each period in a range. The number of contacts received in a period is forecasted using historical methods and is propagated to succeeding periods based on the business goals, such as how quickly a certain contact type is to be handled. After the contacts have been propagated, a total contacts to handle is determined for each period, and the staffing requirements are calculated therefrom.
摘要翻译： 在一个范围内的每个期间，预测，传播和管理多媒体联系人。 使用历史方法预测期间收到的联系人数量，并根据业务目标传播到后续期间，例如某种联系人类型的处理速度。 在联系人传播之后，每个期间确定总共处理联系人，并从中计算人员需求。
-
公开(公告)号：US6044355A
公开(公告)日：2000-03-28
申请号：US890228
申请日：1997-07-09
申请人： Gary B. Crockett , Paul H. Leamon
发明人： Gary B. Crockett , Paul H. Leamon
CPC分类号： H04M3/5233 , G06Q10/06 , G06Q10/063112 , G06Q10/063116 , G06Q10/06393 , H04M2203/402 , H04M3/323 , H04M3/5175 , H04M3/5235 , H04M3/5238
摘要： A method for scheduling personnel (e.g., agents) in a work environment based on personnel "skill" levels. The method facilitates true skills-based scheduling of agents in a telephone call center using a simulation tool to predict what fraction of scheduled agents from each "skill group" will be available to each "call type" during each time interval being scheduled. A feedback mechanism is used to adjust net staffing and skills usage data between iterations of a call handling simulation until a given schedule being tested through the simulator meets some acceptance criteria.
摘要翻译： 一种用于根据人员“技能”级别在工作环境中调度人员（例如，代理）的方法。 该方法利用模拟工具来促进电话呼叫中心中的代理人的基于技能的调度，以便在每个调度时间间隔期间预测每个“技能组”对每个“呼叫类型”可用的调度代理的几分数。 反馈机制用于调整呼叫处理模拟的迭代之间的净人员和技能使用数据，直到通过模拟器测试的给定计划符合某些验收标准。
-
公开(公告)号：US5590188A
公开(公告)日：1996-12-31
申请号：US390934
申请日：1995-02-17
申请人： Gary B. Crockett
发明人： Gary B. Crockett
CPC分类号： H04Q3/665 , H04M3/5237
摘要： A method, using a call processor, for selecting one of a plurality of call centers in a telephone network. The method begins by generating a routing plan comprising one or more rules that control how calls are to be distributed among the call centers. For each call to be distributed, the rules in the routing plan are executed for a set of valid call center destinations until a destination for the call has been selected or until all rules have been executed. If all rules have been executed and more than one call center is still a valid destination for the call, the remaining call center destinations are then further evaluated according to the rules to select a destination for the call.
摘要翻译： 一种使用呼叫处理器来选择电话网络中的多个呼叫中心之一的方法。 该方法开始于生成包括控制如何在呼叫中心之间分配呼叫的一个或多个规则的路由规划。 对于要分发的每个呼叫，对于一组有效的呼叫中心目的地执行路由规划中的规则，直到已经选择了呼叫的目的地或者直到所有规则被执行为止。 如果所有规则都已被执行，并且多个呼叫中心仍然是呼叫的有效目的地，则根据规则进一步评估剩余的呼叫中心目的地，以选择该呼叫的目的地。
-
-
-
-
-
搜索结果
26 条记录 (耗时 0.021 秒)
