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公开(公告)号：US5982873A
公开(公告)日：1999-11-09
申请号：US812617
申请日：1997-03-07
CPC分类号： H04M3/523 , H04M3/51 , H04M3/5233
摘要： Call-center (FIG. 1) performance is improved by assigning different service-time objectives (222) to different types of calls or to call queues (21) for different types of calls, and then selecting (212), for an agent (25) who has just become available (200) to handle a call, a waiting call that is farthest along in exceeding its assigned service-time objective. The objectives represent limits on the amount of time that calls should spend waiting for agents before being handled. For example, a video call may need to be serviced within tens of seconds of its arrival, and a voice-only call may need to be serviced within minutes, while e-mail may need a response within hours of its arrival. Relative distance of calls from their assigned service-time objectives is preferably determined by determining (206) the calls' present or anticipated wait times and computing (210) weighted percentages of the assigned service-time objectives that are represented by the present or anticipated wait times. The call with the highest weighted percentage is then selected (212) and assigned (214) to the available agent for handling. The process is repeated each time that any agent becomes available.
摘要翻译： 通过为不同类型的呼叫分配不同的服务时间目标（222）或者为不同类型的呼叫分配不同的呼叫队列（21），然后为代理（212）选择（212）来改善呼叫中心（图1）的性能 25）谁刚刚可用（200）来处理一个电话，一个最远的超过其分配的服务时间目标的等待电话。 这些目标表示呼叫在处理之前等待代理人花费的时间量的限制。 例如，可能需要在到达视频呼叫的几十秒内对视频呼叫进行维修，并且仅在几分钟内可能需要进行语音通话，而电子邮件可能需要在其到达数小时内进行响应。 优选地通过确定（206）由当前或预期的等待时间表示的所分配的服务时间目标的呼叫当前或预期等待时间和计算（210）加权百分比来确定来自其分配的服务时间目标的呼叫的相对距离 次 然后选择（212）并分配（214）具有最高加权百分比的呼叫到可用代理进行处理。 每当任何代理可用时，重复该过程。
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公开(公告)号：US08761380B2
公开(公告)日：2014-06-24
申请号：US13407536
申请日：2012-02-28
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：US08577017B2
公开(公告)日：2013-11-05
申请号：US13250506
申请日：2011-09-30
IPC分类号： H04M3/523
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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44.发明申请SWITCHING ROUTING ALGORITHMS TO OPTIMIZE SATISFACTION OF LONG-TERM COMMITMENTS 审中-公开切换路由协议优化对长期承诺的满意度公开(公告)号：US20130085791A1
公开(公告)日：2013-04-04
申请号：US13250521
申请日：2011-09-30
IPC分类号： G06Q10/06
CPC分类号： G06Q10/06
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, monitor workload distribution to one or more sub-contractors and predict whether a contractual obligation will be met (or not) and based on such a prediction automatically switch routing algorithms within a contractual period of time to ensure that costs associated with a contract are minimized.
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监测工作负载分配给一个或多个分包商的能力，并预测是否满足合同义务（或不符合），并根据这种预测自动切换合同中的路由算法 以确保与合同相关的成本最小化。
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公开(公告)号：US20130083916A1
公开(公告)日：2013-04-04
申请号：US13250718
申请日：2011-09-30
IPC分类号： H04M3/00
CPC分类号： H04M3/5232 , H04M3/5238 , 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, dynamically and in real-time utilize contact center analytics feedback mechanisms to adjust parameters that are used in making work assignment decisions. The adjusted parameters may correspond to Key Performance Indicators (KPIs) for agents of the contact center rather than skill values for the agents.
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其他之外动态地和实时地利用联络中心分析反馈机制来调整用于做出工作分配决定的参数的能力。 调整后的参数可能对应于联络中心的代理人的关键绩效指标（KPI），而不是代理商的技能值。
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公开(公告)号：US20130028396A1
公开(公告)日：2013-01-31
申请号：US13193717
申请日：2011-07-29
申请人： Alberto Pasi , Mark Schmidt , Andrew D. Flockhart
发明人： Alberto Pasi , Mark Schmidt , Andrew D. Flockhart
IPC分类号： H04M3/56
CPC分类号： H04M3/523 , H04M2203/404
摘要： Provided herein is a system and method for sharing control of a customer service provided by a contact center. The method may include: receiving, from a customer, a customer contact to request the customer service; communicating by use of a communication channel between the customer and the contact center in order to provide the customer service; receiving a join request, from the customer, to join an outside party to the customer service; and joining the outside party to the customer service.
摘要翻译： 这里提供了一种用于共享由联络中心提供的客户服务的控制的系统和方法。 该方法可以包括：从客户接收客户联系人以请求客户服务; 通过使用客户和联络中心之间的通信通道进行通信，以提供客户服务; 从客户接收加入请求，加入外部聚会到客户服务; 并加入到客户服务的外部聚会。
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公开(公告)号：US20130022194A1
公开(公告)日：2013-01-24
申请号：US13186219
申请日：2011-07-19
IPC分类号： H04M3/00
CPC分类号： H04M3/5233 , H04M2203/403
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 promote and demote agent skills to respond to various changes in contact center conditions. This enables the contact center to respond to unexpected changes in processing conditions without significantly impacting the overall performance of the contact center.
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除其他外，有选择地促进和降低代理人技能以应对联络中心条件的各种变化的能力。 这使得联络中心能够响应处理条件的意外变化，而不会显着影响联络中心的整体性能。
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公开(公告)号：US20110255685A1
公开(公告)日：2011-10-20
申请号：US12882986
申请日：2010-09-15
IPC分类号： H04M3/00
CPC分类号： H04M3/5232 , G06Q10/06
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：US07949123B1
公开(公告)日：2011-05-24
申请号：US11000686
申请日：2004-11-30
IPC分类号： H04M5/06
CPC分类号： H04M3/5238 , G06Q30/0281
摘要： An architecture that is operable to predict when a selected work item will be serviced in a contact center 100 includes a service time predictor 260 operable to (a) select a plurality of successive time intervals, each of the plurality of time intervals recurring cyclically over a period of time; (b) determine a number of work items likely to be serviced during each of the plurality of time intervals; (c) select an enqueued work item waiting to be serviced, the enqueued work item having a corresponding queue position; and (d) predict a time interval of the plurality of time intervals in which the selected work item will be serviced by comparing the queue position of the selected work item with the number of work items likely to be serviced in at least some of the time intervals.
摘要翻译： 可操作以预测何时在联络中心100中服务所选择的工作项目的架构包括服务时间预测器260，其可操作以（a）选择多个连续的时间间隔，所述多个时间间隔中的每一个周期性循环地遍历 一段的时间; （b）确定在所述多个时间间隔的每一个期间可能被服务的工作项数; （c）选择等待服务的入队工作项，排队工作项具有相应的队列位置; 以及（d）通过将所选择的工作项目的队列位置与在至少一些时间内可能被服务的工作项目的数量进行比较来预测所选择的工作项目将被维护的多个时间间隔的时间间隔 间隔
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公开(公告)号：US20110071879A1
公开(公告)日：2011-03-24
申请号：US12563831
申请日：2009-09-21
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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