公开(公告)号：US07308093B2

公开(公告)日：2007-12-11

申请号：US11515604

申请日：2006-09-05

申请人： Anil Kumar Annadata ,  Wai Hong Pak ,  Rohit Bedi

发明人： Anil Kumar Annadata ,  Wai Hong Pak ,  Rohit Bedi

IPC分类号： H04M3/00

CPC分类号： H04M3/523

摘要： A system, apparatus, and method for routing work items to agents, wherein the work items can be of one of two or more different communication media types from one of two or more different communication channels. A queuing engine includes a list of routes and each route is associated with one or more properties. The list of routes can further include information related to one or more escalation rules for each route; the type of communication media available along the route for handling one or more of the work items; whether the route is active; the priority of the route; whether work items can be handled real-time; the service level for work items handled on the route; and the number of work items that can be assigned to the route. The queuing engine determines various properties required to handle each work item, such as the communication media type, agent language and skill level, and the category and recipient of the work item, and assigns each work item to one of the one or more agents based on one or more of the properties. When the queuing engine determines that a work item has been waiting a predetermined amount of time to be assigned to an agent, the queuing engine can escalate the search for an agent to handle the work item based on the escalation rules. The queuing engine can also substitute values for variables in the routing and escalation rules, thereby reducing the number of rules that must be entered to achieve the same routing capability.

摘要翻译： 一种用于将工作项路由到代理路由的系统，装置和方法，其中所述工作项可以是来自两个或更多个不同通信信道中的一个的两个或多个不同的通信媒体类型中的一个。 排队引擎包括路由列表，每个路由与一个或多个属性相关联。 路线列表还可以包括与每个路线的一个或多个升级规则有关的信息; 沿着路线可用于处理一个或多个工作项目的通信媒体的类型; 路线是否活跃; 路由的优先级; 是否可以实时处理工作项目; 路线上处理的工作项目的服务水平; 以及可以分配给路由的工作项的数量。 排队引擎确定处理每个工作项目所需的各种属性，例如通信媒体类型，代理语言和技能级别以及工作项目的类别和收件人，并将每个工作项目分配给一个或多个代理程序中的一个 在一个或多个属性上。 当排队引擎确定工作项目已经等待预定时间量被分配给代理时，排队引擎可以基于升级规则升级搜索代理以处理工作项目。 排队引擎还可以在路由和升级规则中替换变量的值，从而减少必须输入的规则数量以实现相同的路由功能。

公开(公告)号：US07103171B1

公开(公告)日：2006-09-05

申请号：US09895456

申请日：2001-06-29

申请人： Anil Kumar Annadata ,  Wai Hong Pak ,  Rohit Bedi

发明人： Anil Kumar Annadata ,  Wai Hong Pak ,  Rohit Bedi

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/523

摘要： A system, apparatus, and method for routing work items to agents, wherein the work items can be of one of two or more different communication media types from one of two or more different communication channels. A queuing engine includes a list of routes and each route is associated with one or more properties. The list of routes can further include information related to one or more escalation rules for each route; the type of communication media available along the route for handling one or more of the work items; whether the route is active; the priority of the route; whether work items can be handled real-time; the service level for work items handled on the route; and the number of work items that can be assigned to the route. The queuing engine determines various properties required to handle each work item, such as the communication media type, agent language and skill level, and the category and recipient of the work item, and to assign each work item to one of the one or more agents based on one or more of the properties. When the queuing engine determines that a work item has been waiting a predetermined amount of time to be assigned to an agent, and the queuing engine can escalate the search for an agent to handle the work item based on the escalation rules. The queuing engine can also substitute values for variables in the routing and escalation rules, thereby reducing the number of rules that must be entered to achieve the same routing capability.

摘要翻译： 一种用于将工作项路由到代理路由的系统，装置和方法，其中所述工作项可以是来自两个或更多个不同通信信道中的一个的两个或多个不同的通信媒体类型中的一个。 排队引擎包括路由列表，每个路由与一个或多个属性相关联。 路线列表还可以包括与每个路线的一个或多个升级规则有关的信息; 沿着路线可用于处理一个或多个工作项目的通信媒体的类型; 路线是否活跃; 路由的优先级; 是否可以实时处理工作项目; 路线上处理的工作项目的服务水平; 以及可以分配给路由的工作项的数量。 排队引擎确定处理每个工作项目所需的各种属性，例如通信媒体类型，代理语言和技能级别以及工作项目的类别和收件人，并将每个工作项目分配给一个或多个代理程序之一 基于一个或多个属性。 当排队引擎确定工作项目已经等待预定量的时间被分配给代理时，并且排队引擎可以基于升级规则升级搜索代理以处理工作项目。 排队引擎还可以在路由和升级规则中替换变量的值，从而减少必须输入的规则数量以实现相同的路由功能。