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1.发明授权公开(公告)号：US06661889B1
公开(公告)日：2003-12-09
申请号：US09484099
申请日：2000-01-18
IPC分类号： H04M300
CPC分类号： H04M3/5233 , H04M3/5232 , H04M3/5238
摘要： A multi-variable work assignment process is used to assign work items, such as voice calls, e-mails and other communications or tasks, to agents in a call center. The multi-variable work assignment process determines whether values of a particular variable characterizing the work items fall within a designated range, and if so utilizes at least one additional variable for making the work assignment decision. The work assignment process may also or alternatively consider a weighted combination of multiple variables in making the work assignment decision. Examples of variables which may be used in the multi-variable assignment process include current wait time, service objective, skill preference, skill level, anticipated wait time, predicted wait time, etc. The invention may be implemented in a one-to-many work assignment process which selects one of a set of agents available for handling a particular work item, in a many-to-one work assignment process which selects one of a set of work items for handling by a particular available agent, or in a many-to-many work assignment process in which multiple agents are each considered simultaneously for handling multiple work items.
摘要翻译： 多变量工作分配过程用于将呼叫中心中的代理人的工作项目（如语音呼叫，电子邮件和其他通信或任务）分配给代理。 多变量工作分配过程确定表征工作项目的特定变量的值是否落在指定范围内，如果是，则利用至少一个附加变量进行工作分配决定。 在进行工作分配决定时，工作分配过程还可以或者替代地考虑多个变量的加权组合。 可以在多变量分配过程中使用的变量的示例包括当前等待时间，服务目标，技能偏好，技能水平，预期等待时间，预测等待时间等。本发明可以以一对多 工作分配过程，其选择可用于处理特定工作项的一组代理之一，在多对一工作分配过程中，所述多个工作分配过程选择一组工作项中的一个，以供特定可用代理处理，或者在多个 多个工作分配过程，其中多个代理被同时考虑用于处理多个工作项。
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2.发明授权公开(公告)号：US06563920B1
公开(公告)日：2003-05-13
申请号：US09461904
申请日：1999-12-15
申请人： Andrew Derek Flockhart , Robin H. Foster , Joylee E. Kohler , Eugene P. Mathews , John Z. Taylor
发明人： Andrew Derek Flockhart , Robin H. Foster , Joylee E. Kohler , Eugene P. Mathews , John Z. Taylor
IPC分类号： H04M300
CPC分类号： H04M3/5233 , H04M3/5191 , H04M3/5234 , H04M3/5238 , H04M2203/402
摘要： A call center is configured to determine variable rest periods for one or more agents, based at least in part on factors such as call center service state and agent occupancy. The call center service states may include a number of designated service states associated with a particular skill or type of communication supported by one or more agents of the call center. A particular one of the states represents a branded service level, while other states represent over-service and under-service conditions. The rest period determined for one or more of the agents can be used to implement features such as many-to-many work assignment, just-in-time (JIT) delivery of work, next opportunity for service (NOS) indicators, thereby facilitating the processing of communications in the call center.
摘要翻译： 呼叫中心被配置为至少部分地基于诸如呼叫中心服务状态和代理占用之类的因素来确定一个或多个代理的可变休息期。 呼叫中心服务状态可以包括与由呼叫中心的一个或多个代理支持的特定技能或通信类型相关联的多个指定服务状态。 一个特定的州代表一个品牌的服务水平，而其他州则表示服务过度和服务不足。 为一个或多个代理确定的休息时间可用于实现诸如多对多工作分配，即时（JIT）工作交付，下一个服务机会（NOS）指标等功能，从而方便 在呼叫中心处理通信。
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3.发明授权公开(公告)号：US06614903B1
公开(公告)日：2003-09-02
申请号：US09461902
申请日：1999-12-15
IPC分类号： H04M300
CPC分类号： H04M3/5233 , G06Q10/06 , H04M3/5238
摘要： A call center is configured to determine which of a number of designated service states is associated with a particular skill or type of communication supported by one or more agents of the call center. A particular one of the states represents a branded service level, while other states represent over-service and under-service conditions. If the particular skill or type of communication is determined to be associated with a service state other than that corresponding to the desired branded service level, a communication processing function of the call center is adjusted so as to return the skill or type of communication to the desired branded service level state. An example of such an adjustment is a dynamic agent pooling, in which a pool of agents available to perform work for the particular skill varies in accordance with the current service state of that skill. The call center processing operations may also perform appropriate tests to determine if predictors generated by certain predictive algorithms should be used in the service state determination process. A branded service metric may be used to characterize the performance of the call center with respect to the desired branded service level.
摘要翻译： 呼叫中心被配置为确定多个指定服务状态中的哪一个与由呼叫中心的一个或多个代理支持的特定技能或通信类型相关联。 一个特定的州代表一个品牌的服务水平，而其他州则表示服务过度和服务不足。 如果确定特定的技能或通信类型与除了与期望的品牌服务级别相对应的服务状态之外的服务状态相关联，则调整呼叫中心的通信处理功能，以将通信的技能或类型返回到 期望的品牌服务水平状态。 这种调整的示例是动态代理池，其中可用于为特定技能执行工作的代理池可根据该技能的当前服务状态而变化。 呼叫中心处理操作还可以执行适当的测试以确定在服务状态确定过程中是否应当使用由某些预测算法产生的预测变量。 可以使用品牌服务度量来表征呼叫中心相对于期望的品牌服务水平的性能。
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公开(公告)号：US06535601B1
公开(公告)日：2003-03-18
申请号：US09141269
申请日：1998-08-27
IPC分类号： H04M764
CPC分类号： H04M3/5233
摘要： Calls or other communications requiring a particular skill for handling are placed in a corresponding skill queue in a call center. One of a plurality of different values is assigned to each of the communications in the skill queue, with each of the values corresponding to a particular level of priority for access to the skill. For example, high, mid and low values may be assigned for communications placed in a technical support skill queue. A given communication is selected from the queue as a function of the assigned values, time advantages associated with the values, and the wait times of the communications in the queue. This communication selection process may include, for example, identifying communications in the queue which are candidates for out-of-order selection, computing an adjusted wait time for each of the identified communications, and selecting the communication with the highest adjusted wait time. The adjusted wait time for a given communication may be computed as, for example, a sum of the wait time for that communication and an advantage adjustment associated with the corresponding value. The selected communication may be placed in a call selection consideration pool for a multi-skill agent.
摘要翻译： 需要特定技能处理的呼叫或其他通信被放置在呼叫中心的对应技能队列中。 将多个不同值中的一个分配给技能队列中的每个通信，其中每个值对应于访问技能的特定优先级别。 例如，可以为位于技术支持技能队列中的通信分配高，中和低值。 根据分配的值，与该值相关的时间优点和队列中的通信的等待时间，从队列中选择给定的通信。 该通信选择过程可以包括例如识别作为无序选择的候选者的队列中的通信，计算每个所识别的通信的调整的等待时间，以及以最高调整的等待时间选择通信。 给定通信的经调整的等待时间可以被计算为例如该通信的等待时间和与相应值相关联的优势调整之和。 所选择的通信可以被放置在用于多技能代理的呼叫选择考虑池中。
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5.发明授权Method for providing customer treatment based on specified rules in conjunction with network source address of a request originator 有权与请求发起者的网络源地址一起提供基于指定规则的客户处理的方法公开(公告)号：US06732188B1
公开(公告)日：2004-05-04
申请号：US09461903
申请日：1999-12-15
IPC分类号： G06F1516
CPC分类号： H04M7/003 , H04M3/42059 , H04M3/5191 , H04M3/5235 , H04M2203/2066 , H04M2203/551
摘要： A call center or other processing system receives an incoming communication over a computer network, determines at least a portion of a network source address of the originator, and utilizes information from the source address to select a particular type of treatment for the communication. The computer network may be an Internet Protocol (IP) network and the network source address may be an IP source address. The communication may be a service request delivered from the originator to a call center over the Internet. The source address may be processed to determine, e.g., a particular individual corresponding to the originator, or a company name, company size, Internet service provider, geographic region, or other characteristic associated with the originator. This information is then used to determine how the communication will be handled, e.g., provided with service within a designated time, handled by an agent having particular skills, etc. The source address may also be used to control subsequent activation of live agent support icons presented via a web page. Advantageously, the invention allows more efficient handling of communications received over the Internet by allowing a call center to provide appropriate customer treatment for such communications.
摘要翻译： 呼叫中心或其他处理系统通过计算机网络接收进入的通信，确定始发者的网络源地址的至少一部分，并利用来自源地址的信息为通信选择特定类型的治疗。 计算机网络可以是因特网协议（IP）网络，并且网络源地址可以是IP源地址。 通信可以是从始发者通过因特网传送到呼叫中心的服务请求。 可以处理源地址以确定例如对应于发起者的特定个人，或公司名称，公司规模，因特网服务提供商，地理区域或与发起者相关联的其他特征。 然后，该信息用于确定如何处理通信，例如，在指定时间内提供服务，由具有特定技能的代理处理的等等。源地址还可以用于控制即时代理支持图标的后续激活 通过网页呈现。 有利地，本发明允许通过允许呼叫中心为这种通信提供适当的客户处理来更有效地处理通过因特网接收的通信。
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公开(公告)号：US07035927B2
公开(公告)日：2006-04-25
申请号：US10097017
申请日：2002-03-12
IPC分类号： H04M3/36 , G06F15/173
CPC分类号： H04M3/5158 , H04M3/5233 , H04M3/5238
摘要： In a blended inbound/outbound call center (100), an outbound call-pacing function (122) decides whether or not to initiate an additional outbound call for a particular skill. It determines (206) whether the number of available agents for the skill plus the number of resting agents for the skill exceeds the number of available inbound calls for the skill plus the number of outstanding outbound calls for the skill. It also determines (312) whether a target service time for the skill exceeds an estimated wait time of each of the available inbound calls for the skill assuming that pending outbound calls for the skill plus one take precedence over the inbound calls. If both determinations are affirmative, the call pacing function initiates (318) an additional call for the skill. If either determination is negative, the function forbears (321) from initiating an additional call for the skill. The number of available and resting agents may be incremented (206) by (a) a difference between the target service time for the skill and the present waiting time of the last-enqueued inbound call for the skill divided by the average rate of advance through the skill's call queue, or (b) the average amount of time that a newly-initiated outbound call for the skill takes to become available divided by the average rate of advance, plus the number of agents for the skill who are busy but expected to become available within a time period equal to (a) or (b), less the number of those agents that will receive a rest period upon becoming idle. The number of calls may be incremented (206) by the number of inbound calls that are expected to arrive within the time period (a) or (b).
摘要翻译： 在混合进/出呼叫中心（100）中，出局呼叫起搏功能（122）决定是否针对特定技能发起额外的出站呼叫。 它确定（206）技能的可用代理的数量加上该技能的静止代理人数是否超过该技能的可用入站呼叫的数量加上该技能的未完成的出站呼叫的数量。 它还确定（312）技能的目标服务时间是否超过了技能的每个可用的入站呼叫的估计等待时间，假设该技能的等待呼出呼叫优先于入局呼叫。 如果两个确定都是肯定的，则呼叫起搏功能启动（318）对该技能的附加呼叫。 如果任一确定是否定的，该功能将禁止（321）启动对该技能的额外调用。 可用和休息人员的数量可以通过以下方式递增（206）：（a）技能的目标服务时间与最后入队呼入技能的当前等待时间之间的差异除以平均提前速度通过 技能的呼叫队列，或者（b）新发起的技能出站呼叫可用的平均时间除以平均提前速度，加上忙碌但预期的技能的代理人数 在等于（a）或（b）的时间段内变得可用，减去在空闲时将休息的代理人的数量。 可以在（a）或（b）期间期望到达的呼入呼叫数增加呼叫次数（206）。
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公开(公告)号：US06839419B1
公开(公告)日：2005-01-04
申请号：US09001729
申请日：1997-12-31
CPC分类号： H04Q3/0025 , H04L12/433 , H04M3/12 , H04M3/5232 , H04M3/5237 , H04M3/5238 , H04M7/009 , H04M7/06 , H04M7/12 , H04M2207/08
摘要： A system for using an under-utilized data channel for carrying additional data, in a network mode. One such channel is the D-channel in the ISDN system. In one implementation, a group of telephone call centers share data, using the D-channel, about the lengths of time incoming callers must wait before being answered. Using the shared data, the call centers collectively route incoming calls to call centers having smaller waiting times.
摘要翻译： 一种用于在网络模式中使用未充分利用的数据信道用于携带附加数据的系统。 一个这样的信道是ISDN系统中的D信道。 在一个实现中，一组电话呼叫中心使用D信道来共享数据，这些数据来自呼叫者在应答之前必须等待的时间长度。 使用共享数据，呼叫中心集中将来电呼叫转移到等待时间较短的呼叫中心。
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8.发明授权Lookahead interflow of traffic among a plurality of serving sites of one customer 失效在一个客户的多个服务站点之间先行交流的交流
公开(公告)号：US6049547A
公开(公告)日：2000-04-11
申请号：US856716
申请日：1997-05-15
申请人： Thomas S. Fisher , Andrew Derek Flockhart , Sujeanne Foster , Raechel Greschler , Eugene P. Mathews , Robert Daniel Nalbone
发明人： Thomas S. Fisher , Andrew Derek Flockhart , Sujeanne Foster , Raechel Greschler , Eugene P. Mathews , Robert Daniel Nalbone
CPC分类号： H04Q3/64 , H04M3/5237 , H04M3/5238 , H04Q2213/13072 , H04Q2213/13164 , H04Q2213/13166 , H04Q2213/13204 , H04Q2213/13205 , H04Q2213/13209 , H04Q2213/1322 , H04Q2213/13377
摘要： An arrangement for lookahead interflowing traffic among a plurality of serving sites of one customer. Incoming calls received at a site are queued if they cannot be served immediately. Queued calls are then examined periodically and if the call has not yet been served by a local agent and if the call is one of the oldest call in the queue, then the call is a candidate for lookahead interflow. A candidate for lookahead interflow causes a message to be sent to another switch requesting that the call be interflowed. If the other switch accepts the call, the call is routed to that other switch; if the other switch does not accept the interflowed call then the call remains in the queue of the requesting switch and is reexamined at the next period. All calls in the queue are completed to a local agent if a local agent is available.
摘要翻译： 一个客户的多个服务站点之间的前瞻性交流流量的排列。 在站点收到的来电如果不能立即提供服务，就会排队等候。 然后定期检查排队的呼叫，如果呼叫尚未由本地代理服务，并且如果呼叫是队列中最早的呼叫之一，则呼叫是前瞻性交互的候选者。 一个前瞻性交互的候选者会将消息发送到另一个交换机，请求该呼叫进行交互。 如果另一个交换机接受呼叫，则呼叫路由到该另一个交换机; 如果另一个交换机不接受交互呼叫，则呼叫保留在请求交换机的队列中，并在下一个周期重新进行检查。 如果本地代理可用，队列中的所有呼叫都将完成到本地代理。
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9.发明授权Methods and apparatus for analysis of load-balanced multi-site call processing systems 有权负载平衡多站点呼叫处理系统的分析方法和装置公开(公告)号：US06633640B1
公开(公告)日：2003-10-14
申请号：US09495656
申请日：2000-02-01
IPC分类号： H04M336
CPC分类号： H04Q3/64 , H04M3/5234 , H04M3/5237 , H04Q3/0091 , H04Q2213/1302 , H04Q2213/13034 , H04Q2213/1304 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/13103 , H04Q2213/13106 , H04Q2213/13164 , H04Q2213/13166 , H04Q2213/1322 , H04Q2213/1329 , H04Q2213/13349 , H04Q2213/13389
摘要： A multi-site call processing system includes multiple distributed call center sites, and utilizes a load balancing process to distribute calls among the sites for handling by agents. The system generates a multi-site performance score characterizing the performance of the load balancing process. Adjustments may be made in the load balancing process, such as selection of one type of load balancing over another for use at a particular time, based at least in part on the multi-site performance score. The multi-site performance score may be determined using single-site performance measures such as Average Speed of Answer (ASA) and agent occupancy generated across multiple time intervals. The multi-site performance score as generated for a given interval may be, e.g., a ratio of the maximum and minimum values of a single-site performance measure for that interval. As another example, the multi-site performance score may be in the form of a standard deviation of a set of normalized scores generated for the multiple sites across the specified time intervals. Filtering operations may be applied to the data for one or more selected intervals in order to further improve the ability of the performance measure to distinguish relevant variations in the load balancing process.
摘要翻译： 多站点呼叫处理系统包括多个分布式呼叫中心站点，并利用负载平衡过程在站点之间分配呼叫以供代理处理。 系统生成表征负载平衡过程性能的多站点性能评分。 可以在负载平衡过程中进行调整，例如至少部分地基于多站点性能分数来选择一种在特定时间使用的一种类型的负载平衡。 可以使用诸如平均答案速度（ASA）和跨多个时间间隔生成的代理占用的单站点性能测量来确定多站点性能得分。 对于给定间隔产生的多站点性能分数可以是例如该间隔的单站点性能度量的最大值和最小值的比率。 作为另一示例，多站点性能得分可以是在指定的时间间隔内为多个站点生成的一组归一化分数的标准偏差的形式。 过滤操作可以应用于一个或多个所选间隔的数据，以便进一步提高性能测量的能力来区分负载平衡过程中的相关变化。
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公开(公告)号：US5754639A
公开(公告)日：1998-05-19
申请号：US552642
申请日：1995-11-03
CPC分类号： H04M3/5232 , H04M3/5233 , H04M3/5237 , H04M3/5238 , H04M7/00
摘要： A call-center ACD switch and queuing method are modified either to respond to an arriving call by determining, for those splits that could handle the call, the present values of a parameter that defines what is a best split for handling the call, determining from those present values which split is the best split for handling the call, and then enqueuing the call in the call queue of the best split, or to respond to a call that overflows the call queue of its primary agent split by determining which backup split in which call center is the best backup split for the call, and enqueuing the call in the call queue of the best backup split. Any desirable criteria may be used to determine the best split. A preferred criterion is queue waiting time: the best split is the one whose call queue offers the shortest in-queue waiting time. The waiting time may be either the real estimated waiting time (EWT), or the EWT weighted for other factors (WEWT) A programmable queuing control function directs the ACD switch to obtain, for each call, the EWTs of the splits, to weight these EWTs in order to obtain the corresponding WEWTs, to compare the WEWTs with each other in order to find the split with the shortest WEWT (the best split), and then to enqueue the call in the queue of this best split.
摘要翻译： 修改呼叫中心ACD交换机和排队方法来响应到达的呼叫，通过确定可以处理呼叫的那些分裂，定义什么是用于处理呼叫的最佳分组的参数的当前值，从 那些分裂的现在值是用于处理呼叫的最佳分组，然后在最佳分组的呼叫队列中排队呼叫，或者通过确定哪个备份分裂来响应溢出其主代理分裂的呼叫队列的呼叫 哪个呼叫中心是呼叫的最佳备份分组，并且在最佳备份分组的呼叫队列中排队呼叫。 可以使用任何可取的标准来确定最佳拆分。 优选的标准是队列等待时间：最好的分组是其呼叫队列提供最短队列等待时间的分组。 等待时间可以是实际估计的等待时间（EWT）或对其他因素（WEWT）加权的EWT。可编程排队控制功能指示ACD开关为每个呼叫获得分裂的EWT，以便对这些等价时间 EWT以获得相应的WEWT，以便将WEWT相互比较，以便以最短的WEWT（最佳分割）找到分裂，然后将该最佳分割队列中的调用排入队列。
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