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公开(公告)号：US08699691B2
公开(公告)日：2014-04-15
申请号：US13449955
申请日：2012-04-18
CPC分类号： H04M3/5175 , H04M3/5233 , H04M2203/401
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, determine performance efficiencies/metric associated with one or more multi-tasking agents and provide relief to agents based on rules. This multi-tasking relief may be provided to the one or more agents via reducing an amount of multi-tasking work, inserting breaks into the agent's work flow, and/or directing work items to other resources.
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之外确定与一个或多个多任务代理相关联的性能效率/度量的能力，并且基于规则向代理提供救济。 可以通过减少多任务工作的数量，将代理人的工作流程插入插入和/或将工作项目引导到其他资源来将该多任务卸载提供给一个或多个代理。
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公开(公告)号：US08634543B2
公开(公告)日：2014-01-21
申请号：US12882950
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：US08619968B2
公开(公告)日：2013-12-31
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：US20130287202A1
公开(公告)日：2013-10-31
申请号：US13457253
申请日：2012-04-26
IPC分类号： H04M3/50
CPC分类号： H04M3/5232 , 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, support deferring work item routing decisions for a predetermined amount of time even when agents that are technically qualified to handle the work item are available. The deferment of work item routing decisions helps to achieve better matching and, therefore, increases contact center efficiency even though decisions are delayed.
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除了别的以外还提供了支持将工作项路由决定延迟预定时间量的能力，即使在技术上有资格处理工作项目的代理可用的情况下也是如此。 延迟工作项目路由决策有助于实现更好的匹配，因此即使延迟了决策，也增加了联络中心效率。
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公开(公告)号：US20130223610A1
公开(公告)日：2013-08-29
申请号：US13408782
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, reward positive agent behavior and performance by providing the agent with rewards and incentives. The rewards and incentives are provided to the agent by altering one or more aspects of the routing logic in 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通过向代理人提供奖励和激励来奖励积极的代理人行为和表现的能力。 通过改变联络中心中路由逻辑的一个或多个方面，向代理人提供奖励和奖励。
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公开(公告)号：US20110255683A1
公开(公告)日：2011-10-20
申请号：US12882950
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：US20110255682A1
公开(公告)日：2011-10-20
申请号：US12882977
申请日：2010-09-15
IPC分类号： H04M3/00
CPC分类号： H04M3/5235 , G06Q10/06 , H04M3/5232 , H04M2201/18
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：US07500241B1
公开(公告)日：2009-03-03
申请号：US10683039
申请日：2003-10-10
IPC分类号： G06F9/46
CPC分类号： G06F9/4881
摘要： A scheduler system for use in connection with a resource allocation system is provided. According to the present invention, a plurality of queues are provided for scheduling the delivery of tasks or events to a resource. Each of the provided queues may have a different threshold time, allowing the queues to be segmented according to the time values of included tasks. In accordance with an embodiment of the present invention, a primary queue comprising a delta queue is provided for tasks that are to be performed during a first period of time, while one or more secondary scheduler queues are provided for tasks that are scheduled to be performed after the first period of time.
摘要翻译： 提供了一种与资源分配系统结合使用的调度系统。 根据本发明，提供了多个队列来调度向资源传递任务或事件。 所提供的队列中的每一个可以具有不同的阈值时间，允许根据所包括的任务的时间值来对队列进行分段。 根据本发明的实施例，提供包括增量队列的主队列用于将在第一时间段期间执行的任务，而为被调度执行的任务提供一个或多个辅助调度器队列 在第一段时间后。
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59.发明申请公开(公告)号：US20080275766A1
公开(公告)日：2008-11-06
申请号：US12142599
申请日：2008-06-19
IPC分类号： G06Q10/00
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：US20080275752A1
公开(公告)日：2008-11-06
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.
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