公开(公告)号：US20130177149A1

公开(公告)日：2013-07-11

申请号：US13348408

申请日：2012-01-11

Applicant: Rodney A. Thomson ,  Brian J. Reynolds ,  Jeff Chu ,  Richard S. Youngkin

Inventor： Rodney A. Thomson ,  Brian J. Reynolds ,  Jeff Chu ,  Richard S. Youngkin

IPC: H04M3/00

CPC classification number: H04M3/523 ,  H04M3/5175 ,  H04M2203/402

Abstract: Methods and systems for supporting manual control of automatic call distribution systems are provided. In particular, an administrator can manipulate parameters associated with call center queues and/or call center agents in order to improve the performance of an in-trouble queue. The changes are reversed after a predetermined period of time has elapsed, and/or after the previously in-trouble queue has returned to a healthy state.

Abstract translation: 提供了用于支持自动呼叫分配系统的手动控制的方法和系统。 特别地，管理员可以操纵与呼叫中心队列和/或呼叫中心代理相关联的参数，以便改善故障队列的性能。 在经过预定时间段之后，和/或在先前故障排队返回到健康状态之后，改变是相反的。

公开(公告)号：US20120295594A1

公开(公告)日：2012-11-22

申请号：US13348412

申请日：2012-01-11

Applicant: Rodney A. Thomson ,  Brian J. Reynolds ,  Jeff Chu ,  Onkar Birk ,  Barrett Davis

Inventor： Rodney A. Thomson ,  Brian J. Reynolds ,  Jeff Chu ,  Onkar Birk ,  Barrett Davis

IPC: H04W4/16

CPC classification number: H04W4/16 ,  H04M3/5175 ,  H04M3/523 ,  H04M3/5233

Abstract: Methods and systems for supporting the remote monitoring and control of automatic call distribution systems are provided. In particular, an application for execution on a mobile device is provided. The application presents ACD system status information to a supervisor of the ACD system. The application additionally accepts control input from the supervisor, and can pass that control input to the ACD system server for action.

Abstract translation: 提供了支持远程监控自动呼叫分配系统的方法和系统。 特别地，提供了在移动设备上执行的应用。 该应用程序向ACD系统的主管呈现ACD系统状态信息。 该应用程序另外接受来自主管的控制输入，并且可以将该控制输入传递到ACD系统服务器以进行操作。

公开(公告)号：US07734032B1

公开(公告)日：2010-06-08

申请号：US10815534

申请日：2004-03-31

Applicant: Sarah H. Kiefhaber ,  Joylee E. Kohler ,  Henry R. Paddock ,  Katherine A. Sobus ,  Rodney A. Thomson

Inventor： Sarah H. Kiefhaber ,  Joylee E. Kohler ,  Henry R. Paddock ,  Katherine A. Sobus ,  Rodney A. Thomson

IPC: H04M3/00

CPC classification number: H04M3/523 ,  H04M2201/12 ,  H04M2201/14 ,  H04M2203/408

Abstract: The present invention is directed to a contact center for servicing contacts having (a) an input to receive a first contact from a first customer; (b) a selector (i) to determine whether the first contact is related to another contact with the first customer and (ii) when the first contact is related to another contact with the first customer, to service the contact differently than when the first contact is unrelated to another contact with the first customer; and/or (c) a repeat contact determining agent (i) to track, a set of the plurality of agents over a selected time period, a number of contacts serviced by the agent set that are related to another contact serviced by the plurality of agents and (ii) to maintain, for each of the plurality of agents, an indicator indicating one or more of (a) a number of contacts, serviced by the agent set during the selected time period, that are not related to another contact serviced by the agent and (b) a number of contacts, serviced by the agent set during the selected time period, that are related to another contact serviced by the agent.

Abstract translation: 本发明涉及一种用于维修触点的联络中心，其具有（a）输入以从第一客户接收第一联系人; （b）选择器（i），用于确定第一联系人是否与与第一客户的另一联系有关;以及（ii）当第一联系人与第一客户的另一联系有关时，与第一客户的第一联系人不同， 联系与第一个客户的另一个联系无关; 和/或（c）重复接触确定代理（i）在所选择的时间段内跟踪多个代理的集合，由代理集合服务的与由多个代理服务的另一个联系人相关的联系人的数量 代理人和（ii）为每个代理人维护指示一个或多个（a）在所选择的时间段期间由所设置的代理服务的联系人中的一个或多个的指示符，其不与被服务的另一联系人有关 由代理人和（b）在所选时间段内由代理人设置的与由代理人服务的另一联系人有关的许多联系人。