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公开(公告)号：US08315373B1
公开(公告)日：2012-11-20
申请号：US12049357
申请日：2008-03-16
CPC分类号： H04M3/5234
摘要： A method and system for dynamically determining a poll wherein at least a first parameter for each queue of one or more queues is maintained and a poll for each queue based upon an initial polling mode corresponding to each of the one or more queues is conducted. The polling mode comprises either a scheduled polling mode or an on-demand polling mode. Thereafter, at least a second parameter for each queue based on the poll is determined and an interval or a mode of a subsequent poll for each queue based on a comparison between the first parameter and the second parameter corresponding to each queue is scheduled. The subsequent poll is either (a) a different one of the scheduled poll and the on-demand poll, or (b) the scheduled poll having a different polling interval than the initial polling mode wherein the initial polling mode is also the scheduled poll.
摘要翻译： 一种用于动态地确定轮询的方法和系统，其中维护一个或多个队列的每个队列的至少第一参数，并且基于与所述一个或多个队列中的每个队列对应的初始轮询模式进行对每个队列的轮询。 轮询模式包括调度轮询模式或按需轮询模式。 此后，确定基于轮询的每个队列的至少第二参数，并且调度基于与每个队列对应的第一参数和第二参数之间的比较的每个队列的后续轮询的间隔或模式。 随后的轮询是（a）不同的调度轮询和按需轮询，或者（b）具有与初始轮询模式不同的轮询间隔的调度轮询，其中初始轮询模式也是调度轮询。
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52.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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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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54.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：US06754333B1
公开(公告)日：2004-06-22
申请号：US09641403
申请日：2000-08-17
IPC分类号： H04M500
CPC分类号： H04M3/5191 , H04M3/523 , H04M3/5238
摘要： The present invention is directed to a contact center and methodology for servicing non-real-time contacts. The advance time for the non-real-time contacts is determined by subtracting the time of service for an earlier item from the time of service for a later item. Items that are serviced immediately after certain types of predetermined events, e.g., the queue containing the non-real-time contacts has no working agents; the queue is empty; the system clock is changed; and the system is rebooted are ignored in estimating the wait time for enqueued items. Using this methodology, accurate wait-time predictions are provided for more efficient management of the contact center.
摘要翻译： 本发明涉及一种用于维护非实时联系人的联络中心和方法。 非实时联系人的提前时间是通过从后期项目的服务时间中减去早期项目的服务时间来确定的。 在某些类型的预定事件之后立即服务的项目，例如包含非实时联系人的队列没有工作代理; 队列是空的 系统时钟更改; 并且在估计入队物品的等待时间时，将忽略系统重新启动。 使用这种方法，提供准确的等待时间预测，以更有效地管理联络中心。
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公开(公告)号：US09253310B2
公开(公告)日：2016-02-02
申请号：US13396419
申请日：2012-02-14
IPC分类号： H04M3/00
CPC分类号： H04M3/00 , H04M3/5158 , 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, establish and maintain a pool of idle agents so that when an outbound call attempt is successful, the agent which is assigned to the successful outbound call attempt can be selected from a plurality of agents based on the agent's superior efficiency rather than being based on the fact that the agent is the next in line to be assigned to such a contact.
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建立和维护空闲代理池的能力，使得当出站呼叫尝试成功时，分配给成功呼出呼叫尝试的代理可以从多个 代理商基于代理的优越效率而不是基于代理人下一个被分配到这样一个联系人的事实。
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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：US08675860B2
公开(公告)日：2014-03-18
申请号：US13398474
申请日：2012-02-16
CPC分类号： G06Q10/105 , G06Q10/103 , G06Q50/2057
摘要： The present disclosure describes various ways of monitoring the needs of a contact center in real-time and pushing training to a number of agents to address those needs. In determining to push training to agents, the short-term efficiency of the agent is balanced with the long-term efficiency of the contact center. When agents receive and then complete training events designed to address the monitored contact center needs the attributes associated with the agents are updated to allow them to handle the contacts requiring training.
摘要翻译： 本公开描述了实时监视联络中心的需求的各种方式，并且将训练推向若干代理以满足这些需求。 在决定将培训推向代理商时，代理人的短期效率与联络中心的长期效率相平衡。 当代理人收到并完成旨在解决受监控的联络中心的培训活动时，需要更新与代理关联的属性，以便他们处理需要培训的联系人。
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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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60.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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