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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：US06678371B1
公开(公告)日：2004-01-13
申请号：US09504139
申请日：2000-02-15
IPC分类号： H04M300
CPC分类号： H04M3/5237 , H04M3/5234 , H04Q3/0016 , H04Q2213/13072 , H04Q2213/13104 , H04Q2213/13107 , H04Q2213/13141 , H04Q2213/13164 , H04Q2213/13166 , H04Q2213/13342 , H04Q2213/13353
摘要： An entity of a private communications network (24, 26, 28), such as a controller (70) of an ACD system (24), controls the operation of a network router (30) of a public communications network (12, 14, 16), thereby eliminating the need in a network-routing system to send sensitive event or status information of the private network to the network router. The entity collects and processes locally the status information about the private network, and whenever it detects (704) that the workload balance in the private network needs readjusting, it sends (710) a new routing sequence message to the network router. These messages specify the routing scheme to the network router. A routing sequence message contains a pair (404, 406) of routing sequences. Each is an ordered sequence of destination route points (408). The first establishes a load balance and the second maintains the load balance. The first is executed by the network router once upon receipt, and the second is executed repeatedly in a cycle until a new routing sequence message is received.
摘要翻译： 私有通信网络（24,26,28）的实体，诸如ACD系统（24）的控制器（70），控制公共通信网络（12,14）的网络路由器（30）的操作， 16），从而消除了网络路由系统向网络路由器发送私有网络的敏感事件或状态信息的需要。 实体在本地收集和处理有关私有网络的状态信息，并且只要检测到（704）专用网络中的工作负载平衡需要重新调整，就向网络路由器发送（710）新的路由序列消息。 这些消息指定到网络路由器的路由方案。 路由序列消息包含一对路由序列（404,406）。 每个是目的地路由点的有序序列（408）。 第一个建立负载平衡，第二个维持负载平衡。 第一个由网络路由器在接收到一次时执行，第二个在一个周期内重复执行，直到接收到新的路由序列消息。
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公开(公告)号：US06463346B1
公开(公告)日：2002-10-08
申请号：US09415577
申请日：1999-10-08
申请人： Andrew D. Flockhart , Darryl J. Maxwell , Keith Robert McFarlane , Paul L. Richman , Lucinda M. Sanders
发明人： Andrew D. Flockhart , Darryl J. Maxwell , Keith Robert McFarlane , Paul L. Richman , Lucinda M. Sanders
IPC分类号： G06F1900
CPC分类号： G06Q10/10 , H04M3/523 , H04M3/5238
摘要： The flow of work items (40) through a workflow process (50) is optimized by repeatedly reordering (FIG. 3) work items enqueued in inbox queues (21) of workflow process tasks (500) to maximize results according to a given business strategy expressed through target times. Each enqueued work item has an associated in-queue rating (IQR 28) that represents the number of queue positions (23) that the work item can be retarded or needs to be advanced to meet its target time. When a work item enters a queue and whenever a work item changes its queue position, its IQR is computed. An optimization function is then performed (404) on the queue to determine an order of the enqueued work items that optimizes a metric of those work items that may fail to meet their target times. The work items in the queue are then reordered (406) accordingly.
摘要翻译： 通过工作流过程（50）的工作项目（40）的流程通过在工作流过程任务（500）的收件箱队列（21）中重新排序（图3）工作项目来优化，以根据给定的业务策略来最大化结果 通过目标时间表达。 每个入队的工作项目都具有相关的队列等级（IQR 28），其表示工作项目可以被延迟或需要被提前以满足其目标时间的队列位置数（23）。 当工作项目进入队列时，每当工作项目更改其队列位置时，计算其IQR。 然后在队列上执行优化功能（404）以确定优化可能无法达到其目标时间的那些工作项的度量的入队工作项的顺序。 队列中的工作项随后重新排序（406）。
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公开(公告)号：US10671600B1
公开(公告)日：2020-06-02
申请号：US11864189
申请日：2007-09-28
申请人： David Charles Bengtson , Andrew J. Cammer , Andrew D. Flockhart , Eugene Mathews , Christopher Moss , Douglas W. Swartz , John Z. Taylor
发明人： David Charles Bengtson , Andrew J. Cammer , Andrew D. Flockhart , Eugene Mathews , Christopher Moss , Douglas W. Swartz , John Z. Taylor
摘要： The present invention is directed to architectures for receiving, from requestors, requests for information, identifying appropriate responders, unknown to the requestors, to provide the requested information, and effecting interactions between the requestors and responders.
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公开(公告)号：US09781263B2
公开(公告)日：2017-10-03
申请号：US13403628
申请日：2012-02-23
CPC分类号： H04M3/5158 , H04M3/5233
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, assess contextual information and adjust an outbound dialer's pacing algorithm based on the assessment thereof. The contextual information may be obtained from sources that are inside the contact center and outside the contact center.
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公开(公告)号：US09118765B2
公开(公告)日：2015-08-25
申请号：US13186219
申请日：2011-07-19
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：US09100480B2
公开(公告)日：2015-08-04
申请号：US13408782
申请日：2012-02-29
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：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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