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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。
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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。
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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。
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34.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。
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35.发明授权公开(公告)号：US09025761B2
公开(公告)日：2015-05-05
申请号：US12142565
申请日：2008-06-19
CPC分类号： H04M3/523 , G06Q10/06 , G06Q10/0631 , G06Q10/06312 , G06Q10/06315 , G06Q10/0635 , G06Q10/0639 , G06Q10/087
摘要： The present invention provides a system and method for assessing the status of work waiting for service in a work queue or a work pool. Work items are placed in the work queue or work pool and have a service time goal. The work items in the work queue or work pool are scanned and a required queue position for each work item is calculated according to the amount of time remaining prior to the expiration of the service time goal and weighted advance time for servicing of work items in the work queue or pool. An array of counters has elements which correspond to required queue positions. Upon the calculation of the required queue position for a work item, the counter corresponding to the required queue position is incremented. When all of the work items are scanned, the array of counters is analyzed to predict a future state of the work queue or work pool.
摘要翻译： 本发明提供了一种用于评估在工作队列或工作池中等待服务的工作状态的系统和方法。 工作项目放置在工作队列或工作池中，并具有服务时间目标。 扫描工作队列或工作池中的工作项目，并根据服务时间目标到期之前的剩余时间量和每个工作项目工作项目服务期间的加权提前时间，计算每个工作项目所需的队列位置 工作队列或池。 计数器阵列具有对应于所需队列位置的元素。 在计算工作项目所需的队列位置时，增加对应于所需队列位置的计数器。 当扫描所有工作项时，分析计数器阵列以预测工作队列或工作池的未来状态。
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公开(公告)号：US08891747B2
公开(公告)日：2014-11-18
申请号：US12142599
申请日：2008-06-19
CPC分类号： H04M3/523 , G06Q10/06 , G06Q10/0631 , G06Q10/06312 , G06Q10/06315 , G06Q10/0635 , G06Q10/0639 , G06Q10/087
摘要： The present invention provides a system and method for assessing the status of work waiting for service in a work queue or a work pool. Work items are placed in the work queue or work pool and have a service time goal. The work items in the work queue or work pool are scanned and a required queue position for each work item is calculated according to the amount of time remaining prior to the expiration of the service time goal and weighted advance time for servicing of work items in the work queue or pool. An array of counters has elements which correspond to required queue positions. Upon the calculation of the required queue position for a work item, the counter corresponding to the required queue position is incremented. When all of the work items are scanned, the array of counters is analyzed to predict a future state of the work queue or work pool.
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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：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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39.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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40.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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