公开(公告)号：US20120084111A1

公开(公告)日：2012-04-05

申请号：US12894624

申请日：2010-09-30

Applicant: Pawan Kumar AGGARWAL ,  Joylee E. KOHLER ,  Kedar SWADI

Inventor： Pawan Kumar AGGARWAL ,  Joylee E. KOHLER ,  Kedar SWADI

IPC: G06Q10/00

CPC classification number: G06Q10/06311 ,  G06Q10/063112 ,  G06Q30/01

Abstract: Embodiments of the present invention generally relate to a system and method for adaptively assigning multiple contacts to an agent determined by that agent's current metrics data or effectiveness measure. In one embodiment, there is provided a method for adaptively assigning multiple contacts to an agent in a contact center, comprising providing a reporting engine containing an agent's metrics; providing an assignment engine for assigning multiple contacts to the agent based upon the agent's metrics received from the reporting engine; storing each contact being served by the agent with at least one agent metrics element to be measured by the reporting engine; updating the agent's metrics in the reporting engine based upon the measured at least one metrics element; comparing the agent's updated metrics with stored target metrics; and assigning multiple contacts to the agent when the agent's metrics is within the target metrics.

Abstract translation: 本发明的实施例通常涉及用于将多个联系人自适应地分配给由该代理的当前度量数据或有效性度量确定的代理的系统和方法。 在一个实施例中，提供了一种用于将多个联系人自适应地分配给联络中心中的代理的方法，包括提供包含代理度量的报告引擎; 提供分配引擎，用于基于从报告引擎接收到的代理的度量向代理分配多个联系人; 将由代理服务的每个联系人存储为由报告引擎要测量的至少一个代理度量元素; 基于所测量的至少一个度量元素来更新报告引擎中的代理度量; 将代理的更新度量与存储的目标度量进行比较; 以及当代理的指标在目标指标内时，将多个联系人分配给代理。

公开(公告)号：US10467560B2

公开(公告)日：2019-11-05

申请号：US12894624

申请日：2010-09-30

Applicant: Joylee E Kohler ,  Pawan Aggarwal ,  Kedar Swadi

Inventor： Joylee E Kohler ,  Pawan Aggarwal ,  Kedar Swadi

IPC: G06Q10/00 ,  G06Q10/06 ,  G06Q30/00

Abstract: Embodiments of the present invention generally relate to a system and method for adaptively assigning multiple contacts to an agent determined by that agent's current metrics data or effectiveness measure. In one embodiment, there is provided a method for adaptively assigning multiple contacts to an agent in a contact center, comprising providing a reporting engine containing an agent's metrics; providing an assignment engine for assigning multiple contacts to the agent based upon the agent's metrics received from the reporting engine; storing each contact being served by the agent with at least one agent metrics element to be measured by the reporting engine; updating the agent's metrics in the reporting engine based upon the measured at least one metrics element; comparing the agent's updated metrics with stored target metrics; and assigning multiple contacts to the agent when the agent's metrics is within the target metrics.