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公开(公告)号：US20140086402A1
公开(公告)日：2014-03-27
申请号：US14035522
申请日：2013-09-24
发明人： Ittai KAN , Zia CHISHTI , Akbar A. MERCHANT
IPC分类号： H04M3/51
CPC分类号： H04M3/5233 , H04M3/5175 , H04M3/5191 , H04M3/5232 , H04M2203/402
摘要： A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the one call and on the agent sensitivity to call performance for the respective one agent of the set of agents.
摘要翻译： 一种方法，系统和程序产品，所述方法包括：为一组呼叫中的每个呼叫获取表示多个不同相应数据字段的相应模式; 获取各种呼叫模式的演奏数据; 获取相应代理的绩效数据; 确定代理对于一组代理中的代理的呼叫模式性能的敏感度，所述代理包括与代理处理的呼叫的呼叫性能数据相关联的代理性能数据; 以及至少部分地基于所述一个呼叫的相应模式的性能数据以及所述代理对所述呼叫的相应一个代理的呼叫性能的代理敏感度，将所述代理中的相应一个代理匹配到所述呼叫中的一个 套代理商
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2.发明申请CALL MAPPING SYSTEMS AND METHODS USING VARIANCE ALGORITHM (VA) AND/OR DISTRIBUTION COMPENSATION 有权调用映射系统和使用变量算法（VA）和/或分配补偿的方法公开(公告)号：US20140044255A1
公开(公告)日：2014-02-13
申请号：US14059248
申请日：2013-10-21
发明人： Zia CHISHTI , Ittai KAN
IPC分类号： H04M3/523
CPC分类号： H04M3/5232 , G06Q30/00 , H04M3/5158 , H04M3/5233 , H04M3/5238
摘要： Method, system and program product, comprising: obtaining agent parameter data; percentiling agents based on the agent parameter data, to obtain an agent distribution of agent percentiles; partitioning callers based on criteria into partitions; obtaining caller propensity data; percentiling the callers based on propensity for an outcome to obtain a caller distribution; performing distribution compensation using one algorithm selected from an edge compensation algorithm applied to the distribution of agent percentiles or the distribution of the caller percentiles, near at least one distribution edge to provide edge compensation, and a topology altering algorithm applied to either or both of the agent distribution and the caller distribution to change one or more of the distributions to a different topology; and matching an agent to a caller in one of the partitions with a closest respective percentile, where one of the caller percentile or the agent percentile has been distribution compensated.
摘要翻译： 方法，系统和程序产品，包括：获取代理参数数据; 基于代理参数数据的百分比代理，获得代理百分位数的代理分配; 根据标准将呼叫者分割成分区; 获取呼叫者倾向数据; 根据结果的倾向获得呼叫者分配百分比呼叫者; 使用从应用于代理百分位数的分布的边缘补偿算法中选择的一种算法或者在至少一个分布边缘附近提供边缘补偿的调用百分位数的分布来执行分配补偿，以及应用于任一或两者的拓扑变化算法 代理分配和呼叫者分配将一个或多个分发更改为不同的拓扑; 并且将代理与其中一个具有最接近的百分位数的分区中的调用者匹配，其中调用者百分位数或代理百分位数之一已被分配补偿。
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公开(公告)号：US20130216036A1
公开(公告)日：2013-08-22
申请号：US13854825
申请日：2013-04-01
IPC分类号： H04M3/523
CPC分类号： H04M3/5236 , H04M3/5158 , H04M3/5175 , H04M3/5183 , H04M3/5232 , H04M3/5233 , H04M3/5235 , H04M3/5238 , H04M2201/18 , H04M2201/36
摘要： Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction.
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公开(公告)号：US08359219B2
公开(公告)日：2013-01-22
申请号：US12180382
申请日：2008-07-25
IPC分类号： G06F9/46
CPC分类号： H04M3/5236 , H04M3/5158 , H04M3/5175 , H04M3/5183 , H04M3/5232 , H04M3/5233 , H04M3/5235 , H04M3/5238 , H04M2201/18 , H04M2201/36
摘要： Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction.
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公开(公告)号：US20120224680A1
公开(公告)日：2012-09-06
申请号：US13221692
申请日：2011-08-30
IPC分类号： H04M3/00
CPC分类号： H04M3/5232
摘要： Systems and processes are disclosed for routing callers to agents in a contact center based on predicted call handle times. An exemplary process includes using predicted call handle time as a variable for call routing along with a performance matching and/or psychodemograhpic matching process of caller-agent pairs to maximize sales, customer satisfaction, and so on. The process may allocate the highest performing agents and/or the most “demographic matchable” agents to those callers that are predicted have the shortest duration. The process may further allocate the lowest performing agents and or the least “demographic matchable” agents to those callers that are predicted have the longest duration, or may not allocate the lowest performing agents to any callers at all.
摘要翻译： 公开了系统和过程，用于基于预测的呼叫处理时间将呼叫者路由到联络中心中的代理。 示例性过程包括使用预测的呼叫处理时间作为用于呼叫路由的变量以及呼叫者 - 代理对的性能匹配和/或心理呼叫匹配过程以最大化销售，客户满意度等。 该过程可以将具有最高性能的代理和/或最“人口匹配的”代理分配给具有最短持续时间的那些预测的呼叫者。 该过程可以进一步将最低执行代理和/或最少的“人口统计匹配”代理分配给所预测的具有最长持续时间的呼叫者，或者根本不将最低执行代理分配给任何呼叫者。
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6.发明申请公开(公告)号：US20130251138A1
公开(公告)日：2013-09-26
申请号：US13843807
申请日：2013-03-15
IPC分类号： H04M3/523
CPC分类号： H04M3/5232 , G06Q30/00 , H04M3/5158 , H04M3/5233 , H04M3/5238
摘要： A method, system and program product, the method comprising: determining a distribution of real agent performance from previous real agent performance data; determining a set of hypothetical agents with respective hypothetical agent performances APi ranging from a worst performance to a best performance; calculating for each of the set of hypothetical agents a posterior distribution taking into account actual results of a respective actual agent in multiple skills, using the distribution of real agent performance and the set of hypothetical agents with respective hypothetical agent performances APi, to obtain a total probability for each hypothetical agent of the set of the hypothetical agents; repeating calculating the posterior distribution steps for multiple of the hypothetical agents to obtain the respective total probabilities for the respective hypothetical agents; determining one hypothetical agent with a better value of total probability as the actual agent's most probable global performance. This method may also be applied to obtain caller global propensity.
摘要翻译： 一种方法，系统和程序产品，所述方法包括：从先前的真实代理性能数据确定真实代理性能的分布; 确定一组假设代理，其各自的假想代理性能APi从最差性能到最佳性能; 使用实际代理人绩效的分布和具有各自的假设代理性能APi的假设代理的集合来计算每个假设代理人的后验分布，以便考虑到多个技能中的相应实际代理人的实际结果，以获得总计 假设代理人的每个假设代理人的概率; 重复计算多个假设代理的后验分布步骤以获得各假设代理的相应总概率; 确定一个具有更好的总概率值的假设代理作为实际代理最有可能的全局性能。 该方法也可以应用于获得呼叫者的全局倾向。
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公开(公告)号：US20090190749A1
公开(公告)日：2009-07-30
申请号：US12331181
申请日：2008-12-09
IPC分类号： H04M3/00
CPC分类号： H04M3/5232
摘要： Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for a caller in a queue of callers, and jumping or moving the caller to a different position within the queue based on the caller data. The caller data may include one or both of demographic data and psychographic data. The caller can be jumped forward or backward in the queue relative to at least one other caller. Jumping the caller may further be based on comparing the caller data with agent data via a pattern matching algorithm and/or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, “cost” function, or the like) the caller may be routed to the next available agent.
摘要翻译： 提供了方法和系统，用于将呼叫者路由到呼叫中心路由环境中的代理。 示例性方法包括识别呼叫者队列中的呼叫者的呼叫者数据，以及基于呼叫者数据将呼叫者跳转或移动到队列内的不同位置。 呼叫者数据可以包括人口统计数据和心理数据中的一个或两个。 呼叫者可以相对于至少一个其他呼叫者在队列中向前或向后跳转。 呼叫者可以进一步基于通过用于预测呼叫者 - 代理对结果的模式匹配算法和/或计算机模型来比较呼叫者数据与代理数据。 此外，如果呼叫者被保持超过保持阈值（例如，时间，“成本”功能等），则呼叫者可以被路由到下一个可用代理。
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公开(公告)号：US20140086403A1
公开(公告)日：2014-03-27
申请号：US14032657
申请日：2013-09-20
发明人： Zia CHISHTI , Akbar A. MERCHANT
IPC分类号： H04M3/523
CPC分类号： H04M3/5233 , H04M3/5175 , H04M3/5191 , H04M3/5232 , H04M2203/402
摘要： Method, system and program product, for operating a call center system, the method comprising: obtaining performance data for agents in a set of agents; obtaining a respective abstracted data stream for multiple calls, each respective data stream having multiple different locations along the abstracted data stream representing multiple different respective fields, the meaning for the field data in the respective different locations for the different respective fields not known by the system; determining respective patterns for the respective data streams; obtaining performance data for the respective patterns; matching using a selected matching algorithm one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the call and on performance data for the respective agents of the set of agents.
摘要翻译： 用于操作呼叫中心系统的方法，系统和程序产品，所述方法包括：获取一组代理中的代理的性能数据; 获得用于多个呼叫的相应抽象数据流，每个相应的数据流沿着表示多个不同相应字段的抽象数据流具有多个不同位置，对于系统不知道的不同相应字段的各个不同位置的字段数据的含义 ; 确定各个数据流的相应模式; 获取各个模式的性能数据; 至少部分地基于用于该呼叫的相应模式的性能数据和该组代理的相应代理的性能数据，使用所选择的匹配算法将来自所述代理集的代理之一的所述匹配算法匹配到所述呼叫之一。
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9.发明申请CALL MAPPING SYSTEMS AND METHODS USING VARIANCE ALGORITHM (VA) AND/OR DISTRIBUTION COMPENSATION 有权调用映射系统和使用变量算法（VA）和/或分配补偿的方法公开(公告)号：US20130251137A1
公开(公告)日：2013-09-26
申请号：US13843541
申请日：2013-03-15
发明人： Zia CHISHTI , Ittai KAN
IPC分类号： H04M3/523
CPC分类号： H04M3/5232 , G06Q30/00 , H04M3/5158 , H04M3/5233 , H04M3/5238
摘要： Method, system and program product, comprising: obtaining agent parameter data; percentiling agents based on the agent parameter data, to obtain an agent distribution of agent percentiles; partitioning callers based on criteria into partitions; obtaining caller propensity data; percentiling the callers based on propensity for an outcome to obtain a caller distribution; performing distribution compensation using one algorithm selected from an edge compensation algorithm applied to the distribution of agent percentiles or the distribution of the caller percentiles, near at least one distribution edge to provide edge compensation, and a topology altering algorithm applied to either or both of the agent distribution and the caller distribution to change one or more of the distributions to a different topology; and matching an agent to a caller in one of the partitions with a closest respective percentile, where one of the caller percentile or the agent percentile has been distribution compensated.
摘要翻译： 方法，系统和程序产品，包括：获取代理参数数据; 基于代理参数数据的百分比代理，获得代理百分位数的代理分配; 根据标准将呼叫者分割成分区; 获取呼叫者倾向数据; 根据结果的倾向获得呼叫者分配百分比呼叫者; 使用从应用于代理百分位数的分布的边缘补偿算法中选择的一种算法或者在至少一个分布边缘附近提供边缘补偿的调用百分位数的分布来执行分配补偿，以及应用于任一或两者的拓扑变化算法 代理分配和呼叫者分配将一个或多个分发更改为不同的拓扑; 并且将代理与其中一个具有最接近的百分位数的分区中的调用者匹配，其中调用者百分位数或代理百分位数之一已被分配补偿。
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公开(公告)号：US20100020961A1
公开(公告)日：2010-01-28
申请号：US12267471
申请日：2008-11-07
IPC分类号： H04M3/00
CPC分类号： H04M3/5232 , H04M3/42068 , H04M3/4211 , H04M2201/18
摘要： Systems and methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. Exemplary methods include routing a caller from a set of callers to an agent from a set of agents based on a performance based routing and/or pattern matching algorithm(s) utilizing caller data associated with the caller and the agent data associated with the agent. For performance based routing, the performance or grading of agents may be associated with time data, e.g., a grading or ranking of agents based on time. Further, for pattern matching algorithms, one or both of the caller data and agent data may include or be associated with time effect data. Examples of time effect data include probable performance or output variables as a function of time of day, day of week, time of month, or time of year. Time effect data may also include the duration of the agent's employment.
摘要翻译： 公开了用于将呼叫者路由到联络中心中的代理的系统和方法以及智能路由系统。 示例性方法包括：基于基于性能的路由和/或模式匹配算法，使用与呼叫者相关联的呼叫者数据和与该代理相关联的代理数据，将呼叫者从一组呼叫者路由到代理。 对于基于性能的路由，代理的性能或分级可以与时间数据相关联，例如，基于时间的代理的分级或排名。 此外，对于模式匹配算法，呼叫者数据和代理数据中的一个或两个可以包括或与时间效应数据相关联。 时间效应数据的示例包括可能的性能或输出变量作为时间，星期几，月份或年份的函数。 时间效应数据还可能包括代理人的工作时间。
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