公开(公告)号：US20070192402A1

公开(公告)日：2007-08-16

申请号：US11391712

申请日：2006-03-29

申请人： John Dean ,  Jim Cross ,  Darrin Deck ,  Alla Gurvich ,  Colm Hoban ,  Sean Giles

发明人： John Dean ,  Jim Cross ,  Darrin Deck ,  Alla Gurvich ,  Colm Hoban ,  Sean Giles

IPC分类号： G06F15/16

CPC分类号： G06Q10/06

摘要： Systems and methods for assigning, delivering, and monitoring tasks are discussed that allow the supervisor to view a task type on which a agent below the supervisor in the hierarchy is working, the amount of time that the agent is taking to complete that task, and the target amount of time that are spent to complete such a task. The supervisor can also define the types of tasks that a particular agent can receive and be assigned. This mechanism would allow the supervisor to dynamically manage resources, enabling the supervisor to assign additional resources to short-term anomalies efficiently. In other words, the system allows supervisors to assign tasks to their agent based on agents known skill sets and the skills required to complete the task.

摘要翻译： 讨论了用于分配，传送和监视任务的系统和方法，其允许主管查看层次结构中主管下面的代理工作正在工作的任务类型，代理完成该任务的时间量以及 用于完成此类任务的目标时间量。 主管还可以定义特定代理人可以接收和分配的任务类型。 这种机制将允许主管动态管理资源，使主管能够有效地为短期异常分配额外的资源。 换句话说，系统允许主管根据代理人知道的技能集和完成任务所需的技能将任务分配给其代理。