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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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公开(公告)号：US20130083915A1
公开(公告)日：2013-04-04
申请号：US13250506
申请日：2011-09-30
IPC分类号： H04M3/00
CPC分类号： H04M3/5233 , H04M2203/402
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, selectively interrupt a contact center agent in an AUXILIARY state. This enables the contact center to accommodate sudden influxes of work items without substantially increasing customer wait time.
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。 此处提出的联络中心提供了除辅助之外，选择性地中断辅助状态中的联络中心代理的能力。 这使得联络中心能够容纳工作项目的突然涌入，而不会大大增加客户等待时间。
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公开(公告)号：US08385533B2
公开(公告)日：2013-02-26
申请号：US12563831
申请日：2009-09-21
IPC分类号： H04M3/00
CPC分类号： G06Q30/08 , H04M3/523 , H04M2203/405
摘要： A distributed contact center and method of managing tasks within such a contact center is provided. The various sites of the distributed contact center are adapted to bid on contacts by transmitting bids to a work item distribution mechanism via RTP streams, thereby enabling the work item distribution mechanism to analyze the bids in real-time and route the contact accordingly.
摘要翻译： 提供了分布式联络中心和管理这种联络中心内的任务的方法。 分布式联络中心的各个站点通过RTP流将出价发送到工作项目分配机制，适应联络人的出价，从而使工作项目分配机制能够实时分析出价，并相应地进行路由。
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26.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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27.发明授权Dynamic work assignment strategies based on multiple aspects of agent proficiency 有权基于代理能力多方面的动态工作分配策略公开(公告)号：US08234141B1
公开(公告)日：2012-07-31
申请号：US11064367
申请日：2005-02-22
IPC分类号： G06Q10/00
CPC分类号： G06Q10/06311 , G06Q10/063112 , H04M3/5233 , H04M2201/18
摘要： A contact center 100 having a plurality of performance goals is provided. The contact center includes a routing agent 232 operable, when a work item is to be routed to a servicing destination 134, 138 or 208, determine, for each performance goal, a status of goal realization 304 or 504 and a corresponding set of selection criteria 308 or 508 for the determined statuses of goal realization and a destination selector 216 or 220 operable to select the servicing destination based, at least in part, on the set of selection criteria.
摘要翻译： 提供具有多个性能目标的联络中心100。 联络中心包括路线代理232，当工作项目要被路由到服务目的地134,138或208时，确定目标实现304或504的状态以及对应的一组选择标准 308或508用于所确定的目标实现状态，以及目的地选择器216或220，其可操作以至少部分地基于所述选择标准的集合选择服务目的地。
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公开(公告)号：US20120134487A1
公开(公告)日：2012-05-31
申请号：US12955676
申请日：2010-11-29
IPC分类号： H04M3/00
CPC分类号： G06Q10/063112 , H04M3/5175 , H04M3/5233 , 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 calculate short-term predictor metrics for achieving particular percent service level objectives in a plurality of skills, determine an optimal skill based on the comparison of short-term predictor metrics, and assign an agent to the optimal skill to increase the contact center's overall operational efficiency and performance.
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计算短期预测指标以实现多种技能中的特定百分比服务水平目标的能力，基于短期预测指标的比较确定最佳技能，并将代理分配给最优 技能，增加联络中心的整体运营效率和绩效。
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29.发明授权Method and apparatus for the simultaneous delivery of multiple contacts to an agent 有权用于将多个触点同时传送到代理的方法和装置公开(公告)号：US07949121B1
公开(公告)日：2011-05-24
申请号：US11069739
申请日：2005-03-01
CPC分类号： H04M3/5141 , H04L65/4015 , Y10S370/901
摘要： A contact center 100 including a grouping agent 232 that is operable to (a) select a first work item 308a, 312a, 316a, or 320a for servicing by a contact center resource; (b) determine whether the first work item is related to a second work item 308b, 312b, 316b, or 320b; and (c) when the first work item is related to the second work item, create, for servicing by the contact center resource, a first work item grouping comprising the first and second work items.
摘要翻译： 包括分组代理232的联络中心100，其可操作以（a）选择由联络中心资源维修的第一工作项目308a，312a，316a或320a; （b）确定第一工作项是否与第二工作项308b，312b，316b或320b有关; 和（c）当第一工作项目与第二工作项目相关时，为由联络中心资源维修创建包括第一和第二工作项目的第一工作项目组合。
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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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