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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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42.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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公开(公告)号：US09571654B2
公开(公告)日：2017-02-14
申请号：US12882970
申请日：2010-09-15
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事项之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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45.发明授权Method and apparatus for supporting individualized selection rules for resource allocation 有权支持资源分配的个性化选择规则的方法和装置公开(公告)号：US08738412B2
公开(公告)日：2014-05-27
申请号：US10891346
申请日：2004-07-13
CPC分类号： G06Q10/063112 , G06Q10/06 , G06Q10/06311
摘要： The present invention relates to the matching of resources to work entries. In particular, the present invention allows work items to be assigned to a particular resource based on the characteristics of the work item and on the qualifications and preferences of the resource. Furthermore, the present invention does not rely on queues, thereby allowing characteristics of a work item other than or in addition to the amount of time that a work item has been waiting for service to be considered in assigning the work item to a resource. The types of work items that may be validly assigned to a resource, or the preference rules used to select a valid work item for handling by a resource, may be altered by altering the validation rules and preference rules associated with the resource and/or work item. Accordingly, the rules for allocating work may be adjusted easily and quickly, including at run-time, and may represent any attribute desired for use in allocating work.
摘要翻译： 本发明涉及资源与工作条目的匹配。 特别地，本发明允许基于工作项目的特征以及资源的资格和偏好来将工作项目分配给特定资源。 此外，本发明不依赖于队列，从而允许在将工作项目分配给资源时，考虑工作项目等待服务的时间量之外或附加的工作项目的特征。 可以通过改变与资源和/或工作相关联的验证规则和偏好规则来改变可以有效地分配给资源的工作项的类型或用于选择用于由资源处理的有效工作项的偏好规则 项目。 因此，分配工作的规则可以容易且快速地进行调整，包括在运行时，并且可以表示用于分配工作所需的任何属性。
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46.发明授权Automated mechanism for populating and maintaining data structures in a queueless contact center 有权自动化机制，用于在无状态的联络中心中填充和维护数据结构公开(公告)号：US08670550B2
公开(公告)日：2014-03-11
申请号：US12882955
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：US08644491B2
公开(公告)日：2014-02-04
申请号：US12545386
申请日：2009-08-21
IPC分类号： H04M3/00
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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公开(公告)号：US20120300920A1
公开(公告)日：2012-11-29
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
IPC分类号： H04M3/36
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：US06707903B2
公开(公告)日：2004-03-16
申请号：US10358640
申请日：2003-02-05
申请人： Didina Burok , Andrew D. Flockhart , James M. Landwehr , Colin Lingwood Mallows , Sami Joseph Qutub , Rafal Sitkowski , Leta G. Herman , Peter J. Matteo , Larry John Roybal , Robert C. Steiner , Wen-Hua Ju , Gail Levenelm
发明人： Didina Burok , Andrew D. Flockhart , James M. Landwehr , Colin Lingwood Mallows , Sami Joseph Qutub , Rafal Sitkowski , Leta G. Herman , Peter J. Matteo , Larry John Roybal , Robert C. Steiner , Wen-Hua Ju , Gail Levenelm
IPC分类号： H04M300
CPC分类号： H04M3/5233 , G06Q10/06 , H04M3/5238
摘要： An automated method for servicing a plurality of work items within committed times. A workflow including two or more work activities is assigned for each of the plurality of work items and a commitment is assigned either to each workflow or to each work item in each workflow. Queued work items are automatically assigned to a next available agent based on an activity state. A short-term predictor provides early detection of work items that are at risk of failing to meet their commitments. A long-term predictor detects backlogs of work items where excessive delays in queue are likely to put work items at risk of failing to meet their commitments. An activity's state can also cause additional reserve and backup agents to be assigned to it, to service work items from its queue before their commitments are missed.
摘要翻译： 一种用于在提交的时间内维护多个工作项的自动化方法。 分配用于多个工作项目中的每一个的包括两个或多个工作活动的工作流程，并且将承诺分配给每个工作流程或每个工作流程中的每个工作项目。 排队的工作项目将根据活动状态自动分配给下一个可用代理。 一个短期预测指标可以及早发现有可能无法履行承诺的工作项目。 一个长期的预测指标可以检测到工作项目的积压，其中排队过度的延误可能会使工作项目面临不履行其承诺的风险。 活动的状态还可能导致额外的预留和备份代理分配给它，以便在承诺丢失之前从其队列中服务工作项。
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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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