公开(公告)号：US06694009B1

公开(公告)日：2004-02-17

申请号：US09333215

申请日：1999-06-15

申请人： Gregory L. Anderson ,  Andrew D. Flockhart ,  Robin H. Foster ,  Eugene P. Mathews

发明人： Gregory L. Anderson ,  Andrew D. Flockhart ,  Robin H. Foster ,  Eugene P. Mathews

IPC分类号： H04M300

CPC分类号： H04M3/523 ,  H04M3/5233 ,  H04M3/5238

摘要： To improve the prediction of wait times of calls (23) waiting to be processed, or to improve the prediction of completion times of calls that are presently being processed, in low-volume call centers (10) or splits/skills (21), additional data points are created—either manually or automatically—during the processing of each call that is presently being processed, for use in effecting wait-time estimates of the waiting calls. At each of the plurality of points in the processing of each of the plurality of calls, information about the call that is relevant to how long completion of the processing of the call is likely to take is obtained (200). This information is applied to historical information about previously-processed calls to estimate (202) how long completion of the processing of each of those calls is likely to take, i.e., how long it will be before the agents (25) who are processing those calls become available to handle the waiting calls. The estimated times are then used (210) as the predicted wait times of that plurality of the waiting calls. The technique is applicable to workflow management in general.

摘要翻译： 为了改进等待处理的呼叫等待时间的预测（23），或者改进在低容量呼叫中心（10）或分组/技能（21）中正在处理的呼叫的完成时间的预测， 在处理当前处理的每个呼叫期间，手动或自动创建附加数据点，以用于实现等待呼叫的等待时间估计。 在多个呼叫中的每一个的处理中的多个点中的每个点处，获得与呼叫处理完成可能采取多长时间相关的呼叫的信息（200）。 该信息被应用于关于先前处理的呼叫的历史信息以进行估计（202）可能需要多长时间完成这些呼叫的处理，即在处理这些呼叫的代理（25）之前将需要多长时间 呼叫可用于处理等待呼叫。 然后使用估计时间（210）作为多个等待呼叫的预测等待时间。 该技术一般适用于工作流管理。

公开(公告)号：US06088441A

公开(公告)日：2000-07-11

申请号：US992307

申请日：1997-12-17

申请人： Andrew D. Flockhart ,  Robin H. Foster ,  Roy A. Jensen ,  Joylee E. Kohler ,  Eugene P. Mathews

发明人： Andrew D. Flockhart ,  Robin H. Foster ,  Roy A. Jensen ,  Joylee E. Kohler ,  Eugene P. Mathews

IPC分类号： H04M3/42 ,  H04M3/523 ,  H04M3/60 ,  H04Q3/545 ,  H04M3/00

CPC分类号： H04M3/5233

摘要： In a skills-based ACD, an available agent is reserved and assigned to handle calls needing a "rare" skill of the agent and is prevented from handling calls needing a "common" skill of the agent even if calls needing the common skill are waiting to be handled, if not reserving the agent for the calls needing the rare skill would deprive those calls of the last available agent, even if no calls needing the rare skill are available for handling. The agent is reserved only if target performance criteria, such as average speed of answer, for handling the calls needing the common skill are being met. In case of more than one agent being available to handle calls that need the rare skills, one of these agents is selected and reserved and the other agents are freed to serve calls needing "common" skills.

摘要翻译： 在基于技能的ACD中，可用代理被保留并被分配以处理需要代理的“罕见”技能的呼叫，并且被阻止处理需要代理的“共同”技能的呼叫，即使需要共同技能的呼叫正在等待 要处理，如果不预留需要稀有技能的呼叫的代理，即使没有可用于处理的罕见技能的呼叫，也将剥夺最后一个可用代理的那些呼叫。 只有满足用于处理需要共同技能的呼叫的目标性能标准（例如平均答案速度）才能保留代理。 如果有多个代理可用于处理需要罕见技能的呼叫，则选择和保留这些代理之一，并且释放其他代理人以服务于需要“常见”技能的呼叫。

公开(公告)号：US5982873A

公开(公告)日：1999-11-09

申请号：US812617

申请日：1997-03-07

申请人： Andrew D. Flockhart ,  Robin Harris Foster ,  Joylee E. Kohler ,  Eugene P. Mathews

发明人： Andrew D. Flockhart ,  Robin Harris Foster ,  Joylee E. Kohler ,  Eugene P. Mathews

IPC分类号： H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M3/60 ,  H04Q3/545 ,  H04M3/00

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。

公开(公告)号：US09253310B2

公开(公告)日：2016-02-02

申请号：US13396419

申请日：2012-02-14

申请人： Tore Christensen ,  Alan David Eicholz ,  Andrew D. Flockhart ,  Katherine Anthony Sobus

发明人： Tore Christensen ,  Alan David Eicholz ,  Andrew D. Flockhart ,  Katherine Anthony Sobus

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。

公开(公告)号：US08675860B2

公开(公告)日：2014-03-18

申请号：US13398474

申请日：2012-02-16

申请人： Alan David Eicholz ,  Andrew D. Flockhart ,  Tore Christensen ,  Katherine Anthony Sobus

发明人： Alan David Eicholz ,  Andrew D. Flockhart ,  Tore Christensen ,  Katherine Anthony Sobus

IPC分类号： H04M3/00 ,  H04M5/00

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。

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。

公开(公告)号：US07787609B1

公开(公告)日：2010-08-31

申请号：US11245724

申请日：2005-10-06

申请人： Andrew D. Flockhart ,  Robin H. Foster ,  Eugene P. Mathews ,  Jill K. Ross ,  John Z. Taylor ,  Rodney A. Thomson

发明人： Andrew D. Flockhart ,  Robin H. Foster ,  Eugene P. Mathews ,  Jill K. Ross ,  John Z. Taylor ,  Rodney A. Thomson

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/5233 ,  H04M3/42374

摘要： The present invention is directed to a contact center using presence information to direct work items to experts. More specifically, a system is provided that includes a feature that allows for subject matter experts, which are individuals other than customer service agents, to assist in incoming calls in at least three different modes: an assist mode, an intercept mode and an overflow mode. Thus, customer service efficiency and customer satisfaction are increased. In addition, it is contemplated that subject matter experts may either selectively accept or deny the request for assistance.

摘要翻译： 本发明涉及使用存在信息将工作项目引导到专家的联络中心。 更具体地，提供了一种系统，其包括允许作为除客户服务代理之外的个人的主题专家以至少三种不同模式来协助来话呼叫的功能：辅助模式，截取模式和溢出模式 。 因此，客户服务效率和客户满意度得到提高。 此外，预期主题专家可以选择性地接受或拒绝协助请求。

公开(公告)号：US06766013B2

公开(公告)日：2004-07-20

申请号：US09874634

申请日：2001-06-05

申请人： Andrew D. Flockhart ,  Robin H. Foster ,  Eugene P. Mathews

发明人： Andrew D. Flockhart ,  Robin H. Foster ,  Eugene P. Mathews

IPC分类号： H04M300

CPC分类号： H04M3/51 ,  H04M3/5238

摘要： A call center (100) rejects further calls when the sum of the present time, the anticipated call in-queue wait time (112), and the anticipated call service time (114) for this type (106-108) of call exceeds the closing time of the call center. The call center may redirect the rejected calls to another call center if it determines that the other call center can service them by its closing time.

摘要翻译： 当呼叫中心（100）当前时间的总和，预期的呼叫等待时间（112）和该类型（106-108）的预期呼叫服务时间（114）超过了呼叫中心 呼叫中心的关闭时间。 如果呼叫中心确定另一个呼叫中心可以在其关闭时间为他们提供服务，那么呼叫中心可以将被拒绝的呼叫重定向到另一个呼叫中心。

公开(公告)号：US06366668B1

公开(公告)日：2002-04-02

申请号：US09266283

申请日：1999-03-11

申请人： Simon C. Borst ,  Andrew D. Flockhart ,  Francis C. Hymus ,  Eugene P. Mathews ,  Martin I. Reiman ,  Judith B. Seery ,  John Z. Taylor

发明人： Simon C. Borst ,  Andrew D. Flockhart ,  Francis C. Hymus ,  Eugene P. Mathews ,  Martin I. Reiman ,  Judith B. Seery ,  John Z. Taylor

IPC分类号： H04M300

CPC分类号： H04M3/5237 ,  H04M3/42102 ,  H04M3/5232

摘要： The alternate destination redirection (ADR) feature (102) of telephone switching systems (101) or an equivalent is used to implement a “post-route” routing architecture having the benefits of a “pre-route” routing architecture in a network ACD (FIG. 1). The ADR feature is administered in the network (100) for individual ACD systems and individual call types at each ACD system to identify another ACD system as an alternative destination for calls of the individual call type rejected by the individual ACD system. The network distributes (302) calls to the plurality of ACD systems (110-112) on a basis (e.g., fixed percentage, round-robin) that does not require the network to know the status of the individual ACD systems. Upon having a call of an individual type routed thereto, an individual ACD system checks (304) the status of the ACD system that is administered as the alternative destination for its rejected calls of the individual type. If it determines that it can provide the better service, the individual ACD system services (314) the call. If it determines that the alternative destination ACD system can provide the better service, the individual ACD system rejects (308) the call, whereupon the network, operating under influence of the ADR feature, releases (310) the connection of the call to the individual ACD system and reroutes (312) the call to the alternative destination ACD system.

摘要翻译： 电话交换系统（101）或等效物的备用目的地重定向（ADR）特征（102）被用于实现具有在网络ACD中的“前路由”路由体系结构的优点的“后路由”路由架构 图。1）。 ADR功能在单个ACD系统的网络（100）和每个ACD系统中的各个呼叫类型中被管理，以将另一个ACD系统识别为由个人ACD系统拒绝的各个呼叫类型的呼叫的替代目的地。 在不需要网络知道各个ACD系统的状态的基础上（例如，固定百分比，循环），网络向多个ACD系统（110-112）分发（302）呼叫。 一旦个人类型的呼叫被传送到其中，个人ACD系统就检查（304）ACD系统的状态，该ACD系统作为其被拒绝的个人呼叫的替代目的地被管理。 如果它确定可以提供更好的服务，个人ACD系统服务（314）呼叫。 如果确定替代目的地ACD系统可以提供更好的服务，则个人ACD系统拒绝（308）呼叫，于是在ADR功能的影响下运行的网络释放（310）呼叫到个体的连接 ACD系统并重新路由（312）到另一个目的地ACD系统的呼叫。

公开(公告)号：US06192122B1

公开(公告)日：2001-02-20

申请号：US09022959

申请日：1998-02-12

申请人： Andrew D. Flockhart ,  Robin Harris Foster ,  Roy A. Jensen ,  Joylee E. Kohler ,  Eugene P. Mathews

发明人： Andrew D. Flockhart ,  Robin Harris Foster ,  Roy A. Jensen ,  Joylee E. Kohler ,  Eugene P. Mathews

IPC分类号： H04M3523

CPC分类号： H04M3/523 ,  H04M3/5233

摘要： Selection of a suitable call-center agent (106-108) to handle a call is based on which available suitable agent's handling of the call will tend to optimize call wait times. When a call needing a particular skill becomes available (200), all skills of agents in the agent queue (131-139) corresponding to the particular skill are determined (202, 204). The agent queues corresponding to the determined skills are checked (206) to determine which ones identify only one agent. For each available agent having the particular skill, the number of agent queues which identify this agent as their only agent is computed (208). The available agent having the lowest computed number is selected (210) to handle the call. This minimizes the number of skills that will be left without an available agent to handle subsequent calls, and thus tends to maximize the probability that a next call will also have a suitable agent already available and not have to wait for one to become available, thereby optimizing call wait times.

摘要翻译： 选择合适的呼叫中心代理（106-108）来处理呼叫是基于哪个可用的合适的代理对呼叫的处理将倾向于优化呼叫等待时间。 当需要特定技能的呼叫可用时（200），确定对应于特定技能的代理队列（131-139）中的代理的所有技能（202,204）。 检查对应于确定的技能的代理队列（206）以确定哪些代理仅识别一个代理。 对于具有特定技能的每个可用代理，计算识别该代理作为其唯一代理的代理队列的数量（208）。 选择具有最低计算数量的可用代理（210）来处理该呼叫。 这最小化了没有可用代理来处理后续呼叫的技能的数量，并且因此趋向于最大化下一次呼叫也将具有已经可用的适当代理的可能性，而不必等待一个可用， 优化呼叫等待时间。