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公开(公告)号：US12120271B2
公开(公告)日：2024-10-15
申请号：US18511253
申请日：2023-11-16
申请人： Afiniti, Ltd.
发明人： Ittai Kan , Zia Chishti , Akbar A. Merchant
CPC分类号： H04M3/5233 , H04M3/00 , H04M3/5175 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M5/00 , H04M2203/402
摘要： A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the one call and on the agent sensitivity to call performance for the respective one agent of the set of agents.
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公开(公告)号：US11467869B2
公开(公告)日：2022-10-11
申请号：US16717765
申请日：2019-12-17
申请人： Afiniti, Ltd.
发明人： Zia Chishti , David Zachary Hudson , Phil Davis , Akbar A. Merchant , Ittai Kan
摘要： Techniques for benchmarking pairing strategies in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking pairing strategies in a task assignment system comprising determining first and second pluralities of historical task assignments paired using first and second pairing strategies, respectively, during a first period, determining a value attributable to each task of the first plurality of historical task assignments and the second plurality of historical task assignments during a second period after the first period, determining a difference in performance between the first and second pairing strategies based on the value attributable to each task during the second period, and outputting the difference in performance between the first pairing strategy and the second pairing strategy for benchmarking at least the first pairing strategy and the second pairing strategy.
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公开(公告)号：US10110746B1
公开(公告)日：2018-10-23
申请号：US15807227
申请日：2017-11-08
申请人： Afiniti, Ltd.
发明人： Zia Chishti , David Zachary Hudson , Phil Davis , Akbar A. Merchant , Ittai Kan
摘要： Techniques for benchmarking pairing strategies in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking pairing strategies in a task assignment system comprising determining a first base cohort of a first plurality of historical task assignments for at least two pairing strategies for a first base period, determining a first performance difference between the at least two pairing strategies after a first measurement period based on the first base cohort, and outputting the first performance difference.
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公开(公告)号：US11863708B2
公开(公告)日：2024-01-02
申请号：US17572044
申请日：2022-01-10
申请人： Afiniti, Ltd.
发明人： Ittai Kan , Zia Chishti , Akbar A. Merchant
CPC分类号： H04M3/5233 , H04M3/00 , H04M3/5175 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M5/00 , H04M2203/402
摘要： A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the one call and on the agent sensitivity to call performance for the respective one agent of the set of agents.
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公开(公告)号：US11258907B2
公开(公告)日：2022-02-22
申请号：US17001454
申请日：2020-08-24
申请人： Afiniti, Ltd.
发明人： Ittai Kan , Zia Chishti , Akbar A. Merchant
摘要： A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the one call and on the agent sensitivity to call performance for the respective one agent of the set of agents.
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