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1.发明授权Method and apparatus for supporting individualized selection rules for resource allocation 有权支持资源分配的个性化选择规则的方法和装置公开(公告)号：US08738412B2
公开(公告)日：2014-05-27
申请号：US10891346
申请日：2004-07-13
CPC分类号： G06Q10/063112 , G06Q10/06 , G06Q10/06311
摘要： The present invention relates to the matching of resources to work entries. In particular, the present invention allows work items to be assigned to a particular resource based on the characteristics of the work item and on the qualifications and preferences of the resource. Furthermore, the present invention does not rely on queues, thereby allowing characteristics of a work item other than or in addition to the amount of time that a work item has been waiting for service to be considered in assigning the work item to a resource. The types of work items that may be validly assigned to a resource, or the preference rules used to select a valid work item for handling by a resource, may be altered by altering the validation rules and preference rules associated with the resource and/or work item. Accordingly, the rules for allocating work may be adjusted easily and quickly, including at run-time, and may represent any attribute desired for use in allocating work.
摘要翻译： 本发明涉及资源与工作条目的匹配。 特别地，本发明允许基于工作项目的特征以及资源的资格和偏好来将工作项目分配给特定资源。 此外，本发明不依赖于队列，从而允许在将工作项目分配给资源时，考虑工作项目等待服务的时间量之外或附加的工作项目的特征。 可以通过改变与资源和/或工作相关联的验证规则和偏好规则来改变可以有效地分配给资源的工作项的类型或用于选择用于由资源处理的有效工作项的偏好规则 项目。 因此，分配工作的规则可以容易且快速地进行调整，包括在运行时，并且可以表示用于分配工作所需的任何属性。
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公开(公告)号：US06707903B2
公开(公告)日：2004-03-16
申请号：US10358640
申请日：2003-02-05
申请人： Didina Burok , Andrew D. Flockhart , James M. Landwehr , Colin Lingwood Mallows , Sami Joseph Qutub , Rafal Sitkowski , Leta G. Herman , Peter J. Matteo , Larry John Roybal , Robert C. Steiner , Wen-Hua Ju , Gail Levenelm
发明人： Didina Burok , Andrew D. Flockhart , James M. Landwehr , Colin Lingwood Mallows , Sami Joseph Qutub , Rafal Sitkowski , Leta G. Herman , Peter J. Matteo , Larry John Roybal , Robert C. Steiner , Wen-Hua Ju , Gail Levenelm
IPC分类号： H04M300
CPC分类号： H04M3/5233 , G06Q10/06 , H04M3/5238
摘要： An automated method for servicing a plurality of work items within committed times. A workflow including two or more work activities is assigned for each of the plurality of work items and a commitment is assigned either to each workflow or to each work item in each workflow. Queued work items are automatically assigned to a next available agent based on an activity state. A short-term predictor provides early detection of work items that are at risk of failing to meet their commitments. A long-term predictor detects backlogs of work items where excessive delays in queue are likely to put work items at risk of failing to meet their commitments. An activity's state can also cause additional reserve and backup agents to be assigned to it, to service work items from its queue before their commitments are missed.
摘要翻译： 一种用于在提交的时间内维护多个工作项的自动化方法。 分配用于多个工作项目中的每一个的包括两个或多个工作活动的工作流程，并且将承诺分配给每个工作流程或每个工作流程中的每个工作项目。 排队的工作项目将根据活动状态自动分配给下一个可用代理。 一个短期预测指标可以及早发现有可能无法履行承诺的工作项目。 一个长期的预测指标可以检测到工作项目的积压，其中排队过度的延误可能会使工作项目面临不履行其承诺的风险。 活动的状态还可能导致额外的预留和备份代理分配给它，以便在承诺丢失之前从其队列中服务工作项。
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3.发明授权Method and apparatus for load balancing work on a network of servers based on the probability of being serviced within a service time goal 有权基于在服务时间目标内被服务的概率，在服务器网络上进行负载平衡工作的方法和装置公开(公告)号：US07770175B2
公开(公告)日：2010-08-03
申请号：US10673118
申请日：2003-09-26
CPC分类号： H04L67/1008 , H04L29/06 , H04L67/1002 , H04L67/1023 , H04L2029/06054
摘要： The present invention is directed to balancing resource loads. In particular, the present invention is directed to assigning work to service locations having the greatest probability of servicing the work within a target time. Because an average wait time is not necessarily equal to a probability of servicing work within a target time, the present invention is useful in meeting service target goals. Because the present invention operates by comparing the probability of a defined set of service locations to one another, absolute probabilities need not be calculated. Instead, relative probabilities may be used in assigning work.
摘要翻译： 本发明涉及平衡资源负载。 特别地，本发明涉及将工作分配给在目标时间内具有服务工作概率最大的服务位置。 因为平均等待时间不一定等于在目标时间内维修工作的概率，本发明在满足服务目标目标方面是有用的。 因为本发明通过将定义的一组服务位置的概率相互比较来操作，所以不需要计算绝对概率。 相反，相对概率可用于分配工作。
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公开(公告)号：US07500241B1
公开(公告)日：2009-03-03
申请号：US10683039
申请日：2003-10-10
IPC分类号： G06F9/46
CPC分类号： G06F9/4881
摘要： A scheduler system for use in connection with a resource allocation system is provided. According to the present invention, a plurality of queues are provided for scheduling the delivery of tasks or events to a resource. Each of the provided queues may have a different threshold time, allowing the queues to be segmented according to the time values of included tasks. In accordance with an embodiment of the present invention, a primary queue comprising a delta queue is provided for tasks that are to be performed during a first period of time, while one or more secondary scheduler queues are provided for tasks that are scheduled to be performed after the first period of time.
摘要翻译： 提供了一种与资源分配系统结合使用的调度系统。 根据本发明，提供了多个队列来调度向资源传递任务或事件。 所提供的队列中的每一个可以具有不同的阈值时间，允许根据所包括的任务的时间值来对队列进行分段。 根据本发明的实施例，提供包括增量队列的主队列用于将在第一时间段期间执行的任务，而为被调度执行的任务提供一个或多个辅助调度器队列 在第一段时间后。
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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：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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10.发明申请DYNAMIC WORK ASSIGNMENT STRATEGIES BASED ON MULTIPLE ASPECTS OF AGENT PROFICIENCY 审中-公开基于药剂专业多方面的动态工作分配战略公开(公告)号：US20120278136A1
公开(公告)日：2012-11-01
申请号：US13540906
申请日：2012-07-03
IPC分类号： G06Q10/06
CPC分类号： G06Q10/06311 , G06Q10/063112 , H04M3/5233 , H04M2201/18
摘要： A contact center having a plurality of performance goals is provided. The contact center includes a routing agent operable, when a work item is to be routed to a servicing destination, determine, for each performance goal, a status of goal realization and a corresponding set of selection criteria for the determined statuses of goal realization and a destination selector operable to select the servicing destination based, at least in part, on the set of selection criteria.
摘要翻译： 提供具有多个性能目标的联络中心。 联络中心包括路线代理，当工作项目被路由到维修目的地时，可以确定目标实现的状态以及所确定的目标实现状态的一组选择标准，以及 目的地选择器可操作以至少部分地基于该组选择标准来选择服务目的地。
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