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公开(公告)号：US20130208883A1
公开(公告)日：2013-08-15
申请号：US13396419
申请日：2012-02-14
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。
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公开(公告)号：US09253310B2
公开(公告)日：2016-02-02
申请号：US13396419
申请日：2012-02-14
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。
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公开(公告)号：US08675860B2
公开(公告)日：2014-03-18
申请号：US13398474
申请日：2012-02-16
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。
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公开(公告)号：US20050187781A1
公开(公告)日：2005-08-25
申请号：US10787922
申请日：2004-02-25
申请人： Tore Christensen
发明人： Tore Christensen
CPC分类号： H04M3/5191 , H04L51/04 , H04M3/5141
摘要： The present invention provides various contact center embodiments for interacting with customers using instant messaging. In one embodiment, the contact center is configured to receive instant message notifications from a customer when the customer is available for contact by instant messaging. In another embodiment, the contact center is configured to route sessionless instant messages only to a selected agent for a specified period of time. In another embodiment, the contact center is configured to provide to customers presence information for administered instant message addresses before the customers contact the contact center. In another embodiment, the contact center is configured to perform an outbound instant messaging campaign or alert with customers.
摘要翻译： 本发明提供了用于与使用即时消息传递的客户交互的各种联络中心实施例。 在一个实施例中，联系中心被配置为当客户可通过即时消息接触联系时从客户接收即时消息通知。 在另一个实施例中，联络中心被配置为将无会话的即时消息仅在指定的时间段内传送到所选择的代理。 在另一个实施例中，联络中心被配置为在客户联系联络中心之前向客户提供用于管理的即时消息地址的存在信息。 在另一个实施例中，联络中心被配置为执行与客户的出站即时消息传播活动或警报。
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公开(公告)号：US20130216037A1
公开(公告)日：2013-08-22
申请号：US13398474
申请日：2012-02-16
IPC分类号： H04M3/50
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。
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