公开(公告)号：US06163607A

公开(公告)日：2000-12-19

申请号：US185265

申请日：1998-11-03

申请人： Frank J. Bogart ,  Andrew D. Flockhart ,  Robin H. Foster ,  Joylee E. Kohler ,  Eugene P. Mathews ,  Stephen L. Skarzynski

发明人： Frank J. Bogart ,  Andrew D. Flockhart ,  Robin H. Foster ,  Joylee E. Kohler ,  Eugene P. Mathews ,  Stephen L. Skarzynski

IPC分类号： H04M3/42 ,  H04M3/523 ,  H04M3/60 ,  H04Q3/64

CPC分类号： H04M3/5233

摘要： Selection of a call for handling by a call-center agent (106-108) is based on which call's handling by the available agent will tend to optimize call-center performance criteria such as efficiency (e.g., minimize per-call handling time) or derived benefit (e.g., maximize revenue). Each agent has a service profile for each type of call that they handle. A service profile (400-402) comprises present values of a plurality of service metrics, such as proficiency, profitability, customer satisfaction, and agent satisfaction. When an agent becomes available, the present values of the service metrics of the service profile (500-502) of that agent for each type (e.g. skill) of available call handled by the agent are combined (610) into a score according to one of a plurality of formulas which corresponds to that call type, and a call of the type for which the agent has the best (e.g., either highest or just-sufficient) score is assigned (612) to the agent. Preferably, a call score is also computed (807) for each available call type, based on factors such as the purpose of the call, the call's in-queue wait time, the priority of the call, etc. The call type for which the agent has the best score is selected (812) to be the one for which the call score best matches the agent's corresponding score. When the assigned agent finishes handling the call, his or her performance is evaluated (202-206) based on the service metrics, and the valuations are used (210) to revise the present values of the service metrics of that agent's service profile. The revision process gives (208) more weight to valuations of more-recently-handled calls to reflect both long-term and short-term agent performance trends and variations.

摘要翻译： 由呼叫中心代理（106-108）处理呼叫的选择是基于哪个呼叫由可用代理进行的处理将倾向于优化呼叫中心性能标准，例如效率（例如，最小化每个呼叫处理时间）或 衍生的收益（例如，最大化收入）。 每个代理都有一个服务配置文件，用于他们处理的每种类型的调用。 服务简档（400-402）包括多个服务度量的现值，例如熟练度，盈利能力，顾客满意度和代理满意度。 当代理变得可用时，由代理处理的可用呼叫的每种类型（例如技能）的该代理的服务简档（500-502）的服务度量的当前值被组合（610）到根据一个 对应于该呼叫类型的多个公式的呼叫，以及代理人具有最佳（例如，最高或仅足够）得分的类型的呼叫被分配给代理（612）。 优选地，基于诸如呼叫的目的，呼叫的队列等待时间，呼叫的优先级等因素，还计算每个可用呼叫类型的呼叫分数（807）。呼叫类型 代理商选择最佳成绩（812）为呼叫评分与代理人相应得分最匹配的成绩。 当所分配的代理完成对呼叫的处理时，根据服务指标对其性能进行评估（202-206），并使用估价（210）来修改该代理服务简档的服务度量值的当前值。 修订过程使（208）对最近处理的呼叫的估值更加重视，以反映长期和短期代理业绩趋势和变化。

公开(公告)号：US06173053B2

公开(公告)日：2001-01-09

申请号：US09057842

申请日：1998-04-09

申请人： Frank J. Bogart ,  Andrew D. Flockhart ,  Robin H. Foster ,  Joylee E. Kohler ,  Eugene P. Mathews ,  Stephen L. Skarzynski

发明人： Frank J. Bogart ,  Andrew D. Flockhart ,  Robin H. Foster ,  Joylee E. Kohler ,  Eugene P. Mathews ,  Stephen L. Skarzynski

IPC分类号： H04Q364

CPC分类号： H04M3/5233

摘要： Selection of a call-center agent (106-108) to handle a call is based on which available agent's handling of the call will tend to optimize call-center performance criteria such as efficiency (e.g., minimize per-call handling time) or derived benefit (e.g., maximize revenue). Each agent has a service profile for each type of call that they handle. A service profile (400-402) comprises present values of a plurality of service metrics, such as proficiency, profitability, customer satisfaction, and agent satisfaction. When a call of a particular type becomes available, the present values of the service metrics of the service profile (400-500) of that call type of each agent who is available to handle the call are combined (304) into a score according to one of a plurality of formulas which corresponds to that call type, and the agent with the best score is assigned (306) to the call. When the assigned agent finishes handling the is call, his or her performance is evaluated (202-206) based on the service metrics, and the valuations are used (210) to revise the present values of the service metrics of that agent's service profile. The revision process gives (208) more weight to valuations of more-recently-handled calls to reflect both long-term and short-term agent performance trends and variations.

摘要翻译： 呼叫中心代理（106-108）的选择是基于哪个可用代理对呼叫的处理将趋向于优化呼叫中心性能标准，例如效率（例如，最小化每个呼叫处理时间）或导出 收益（例如，最大化收入）。 每个代理都有一个服务配置文件，用于他们处理的每种类型的调用。 服务简档（400-402）包括多个服务度量的现值，例如熟练度，盈利能力，顾客满意度和代理满意度。 当特定类型的呼叫可用时，可以处理呼叫的每个代理的该呼叫类型的服务简档（400-500）的当前值被组合（304）到根据 对应于该呼叫类型的多个公式中的一个，并且具有最佳分数的代理被分配（306）到该呼叫。 当所分配的代理完成处理呼叫时，根据服务度量对其性能进行评估（202-206），并使用估价（210）来修改该代理服务简档的服务度量的当前值。 修订过程使（208）对最近处理的呼叫的估值更加重视，以反映长期和短期代理业绩趋势和变化。