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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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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：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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5.发明授权公开(公告)号：US08751274B2
公开(公告)日：2014-06-10
申请号：US12142555
申请日：2008-06-19
IPC分类号： G06Q10/06
CPC分类号： H04M3/523 , G06Q10/06 , G06Q10/0631 , G06Q10/06312 , G06Q10/06315 , G06Q10/0635 , G06Q10/0639 , G06Q10/087
摘要： The present invention provides a system and method for assessing the status of work waiting for service in a work queue or a work pool. Work items are placed in the work queue or work pool and have a service time goal. The work items in the work queue or work pool are scanned and a required queue position for each work item is calculated according to the amount of time remaining prior to the expiration of the service time goal and weighted advance time for servicing of work items in the work queue or pool. An array of counters has elements which correspond to required queue positions. Upon the calculation of the required queue position for a work item, the counter corresponding to the required queue position is incremented. When all of the work items are scanned, the array of counters is analyzed to predict a future state of the work queue or work pool.
摘要翻译： 本发明提供了一种用于评估在工作队列或工作池中等待服务的工作状态的系统和方法。 工作项目放置在工作队列或工作池中，并具有服务时间目标。 扫描工作队列或工作池中的工作项目，并根据服务时间目标到期之前的剩余时间量和每个工作项目工作项目服务期间的加权提前时间，计算每个工作项目所需的队列位置 工作队列或池。 计数器阵列具有对应于所需队列位置的元素。 在计算工作项目所需的队列位置时，增加对应于所需队列位置的计数器。 当扫描所有工作项时，分析计数器阵列以预测工作队列或工作池的未来状态。
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公开(公告)号：US08718267B2
公开(公告)日：2014-05-06
申请号：US13250718
申请日：2011-09-30
IPC分类号： H04M3/523
CPC分类号： H04M3/5232 , H04M3/5238 , 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, dynamically and in real-time utilize contact center analytics feedback mechanisms to adjust parameters that are used in making work assignment decisions. The adjusted parameters may correspond to Key Performance Indicators (KPIs) for agents of the contact center rather than skill values for the agents.
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。 此处提出的联络中心提供了除其他之外动态地和实时地利用联络中心分析反馈机制来调整用于做出工作分配决定的参数的能力。 调整后的参数可能对应于联络中心的代理人的关键绩效指标（KPI），而不是代理商的技能值。
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公开(公告)号：US08634541B2
公开(公告)日：2014-01-21
申请号：US13457253
申请日：2012-04-26
CPC分类号： H04M3/5232 , 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, support deferring work item routing decisions for a predetermined amount of time even when agents that are technically qualified to handle the work item are available. The deferment of work item routing decisions helps to achieve better matching and, therefore, increases contact center efficiency even though decisions are delayed.
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。 此处提出的联络中心除了别的以外还提供了支持将工作项路由决定延迟预定时间量的能力，即使在技术上有资格处理工作项目的代理可用的情况下也是如此。 延迟工作项目路由决策有助于实现更好的匹配，因此即使延迟了决策，也增加了联络中心效率。
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公开(公告)号：US08571195B2
公开(公告)日：2013-10-29
申请号：US13193717
申请日：2011-07-29
申请人： Alberto Pasi , Mark Schmidt , Andrew D. Flockhart
发明人： Alberto Pasi , Mark Schmidt , Andrew D. Flockhart
IPC分类号： H04M3/42
CPC分类号： H04M3/523 , H04M2203/404
摘要： Provided herein is a system and method for sharing control of a customer service provided by a contact center. The method may include: receiving, from a customer, a customer contact to request the customer service; communicating by use of a communication channel between the customer and the contact center in order to provide the customer service; receiving a join request, from the customer, to join an outside party to the customer service; and joining the outside party to the customer service.
摘要翻译： 本文提供了一种用于共享由联络中心提供的客户服务的控制的系统和方法。 该方法可以包括：从客户接收客户联系人以请求客户服务; 通过使用客户和联络中心之间的通信通道进行通信，以提供客户服务; 从客户接收加入请求，加入外部聚会到客户服务; 并加入到客户服务的外部聚会。
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公开(公告)号：US20130223617A1
公开(公告)日：2013-08-29
申请号：US13407524
申请日：2012-02-28
IPC分类号： H04M3/50
CPC分类号： G06Q10/06311
摘要： The present disclosure describes various ways of providing agents with a configurable mechanism by which they may bid on training opportunities with contacts in a given contact center. Specifically, an architecture providing a team of agents and agents-in-training to service a contact or set of contacts and methods of employing that team architecture are described. The bids of one or more agents may be collected and evaluated to determine at least one winning agent that will team together with at least one subject matter expert, qualified agent, or team in handling a contact for the purposes of training.
摘要翻译： 本公开描述了向代理人提供可配置机制的各种方式，通过该机制，他们可以通过给定联络中心中的联系人来竞标培训机会。 具体来说，描述了提供代理和代理人团队的架构，用于服务联系人或一组联系人以及采用该团队架构的方法。 可以收集和评估一个或多个代理人的投标，以确定至少一个获胜代理，该获胜代理将与至少一个主题专家，合格的代理人或团队一起在为了训练目的处理联系人。
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公开(公告)号：US20130223611A1
公开(公告)日：2013-08-29
申请号：US13408793
申请日：2012-02-29
IPC分类号： H04M3/00
CPC分类号： H04M3/5175 , H04M3/5238
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, include a break-type work item in a work pool that also contains traditional work items. The break-type work item comprises attributes that enable the break-type work item to be routed to one or more resources in the contact center with a work assignment engine that routes the traditional work items.
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。 此处提出的联络中心提供了除了别的以外，还包括工作池中的还包含传统工作项的中断类型工作项的能力。 中断类型工作项包括使得能够使用路由传统工作项的工作分配引擎将中断类型工作项路由到联络中心中的一个或多个资源的属性。
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