公开(公告)号：US06366666B2

公开(公告)日：2002-04-02

申请号：US09212993

申请日：1998-12-16

申请人： David C. Bengtson ,  James E. Ertel ,  Robin H. Foster ,  Eugene P. Mathews

发明人： David C. Bengtson ,  James E. Ertel ,  Robin H. Foster ,  Eugene P. Mathews

IPC分类号： H04M300

CPC分类号： H04M3/523

摘要： A call selection process in a call center is controlled so as to ensure the achievement of target values for one or more interval-based performance metrics. In an illustrative embodiment, a memory in the call center is used to store information regarding contractual target values of one or more interval-based performance metrics such as, for example, an average speed of answering metric, or a percent in service level metric. The call selection process is then adjusted within a given performance interval based at least in part on a comparison of a value of the metric actually achieved during the interval to the corresponding stored target value. For example, a service objective of the call selection process may be adjusted at one or more designated points in the interval if the value of the metric actually achieved to a given one of the points will not allow achievement of the target value within the interval.

摘要翻译： 控制呼叫中心中的呼叫选择过程以确保实现一个或多个基于间隔的性能度量的目标值。 在说明性实施例中，呼叫中心中的存储器用于存储关于一个或多个基于间隔的性能度量的合同目标值的信息，例如，应答度量的平均速度或服务水平度量的百分比。 至少部分地基于在间隔期间实际获得的度量的值与相应的存储的目标值的比较，在给定的性能间隔内调整呼叫选择过程。 例如，如果对于给定的一个点实际实现的度量的值将不允许在该间隔内实现目标值，则可以在间隔中的一个或多个指定点处调整呼叫选择过程的服务目标。

公开(公告)号：US06356632B1

公开(公告)日：2002-03-12

申请号：US09224043

申请日：1998-12-31

申请人： Robin H. Foster ,  William E. Gourlay ,  Eugene P. Mathews

发明人： Robin H. Foster ,  William E. Gourlay ,  Eugene P. Mathews

IPC分类号： H04M300

CPC分类号： H04M3/5233

摘要： A call center is configured such that call selection and/or agent selection processes may be based at least in part on stored information regarding agent schedules, such as scheduled break times, training sessions, ends of shifts or other events for the agents. In an illustrative embodiment, schedule information is stored for at least one of the call center agents, and a communication is selected for delivery to the agent based at least in part on the stored schedule information for that agent. For example, a call selection process in the call center may be modified for a designated period of time before a scheduled break of a given agent such that the call selected for delivery to that agent is likely to be completed in the time remaining until the scheduled break. As another example, an agent selection process in the call center may be modified for a designated period of time before a scheduled break such that the agent selected to process a given call is one likely to complete the call in the time remaining until the scheduled break. The designated time period may vary depending on factors such as the type of scheduled event, or the type of agent. As another example, the modified selection process may run continuously, such that the stored agent schedule information is always active as a consideration in call selection and agent selection. The call center may be configured to select a call or other communication without reference to the stored agent schedule information under specified conditions, such as, for example, a staffing shortfall or an unusually heavy call volume.

摘要翻译： 配置呼叫中心，使得呼叫选择和/或代理选择过程可以至少部分地基于关于代理程序的所存储的信息，例如计划的休息时间，训练会话，班次结束或代理的其他事件。 在说明性实施例中，针对呼叫中心代理中的至少一个存储时间表信息，并且至少部分地基于所述代理的所存储的时间表信息选择用于传送到代理的通信。 例如，呼叫中心内的呼叫选择过程可以在给定代理的计划中断之前指定的时间段被修改，使得选择用于传送给该代理的呼叫可能在直到预定的时间内完成 打破。 作为另一示例，呼叫中心中的代理选择处理可以在调度中断之前指定的时间段被修改，使得被选择处理给定呼叫的代理是可能在剩余时间内完成呼叫直到预定中断 。 指定的时间段可以根据诸如预定事件的类型或代理的类型等因素而变化。 作为另一示例，修改的选择过程可以连续运行，使得存储的代理调度信息总是作为呼叫选择和代理选择中的考虑因素而活动。 呼叫中心可以被配置为在指定的条件下（例如，人员配备不足或异常繁重的呼叫量）参考存储的代理进度信息来选择呼叫或其他通信。

公开(公告)号：US06353667B1

公开(公告)日：2002-03-05

申请号：US09141273

申请日：1998-08-27

申请人： Robin H. Foster ,  Eugene P. Mathews

发明人： Robin H. Foster ,  Eugene P. Mathews

IPC分类号： H04M300

CPC分类号： H04M3/523

摘要： A minimum interruption cycle time is established for a reserve agent in a call center. The reserve agent may be an exclusively reserve agent which processes only calls requiring reserve skills. In an illustrative embodiment, after the reserve agent completes the processing of a call, a cycle timer is started for that agent. The delivery of additional calls to the reserve agent is then suspended until the value of the cycle timer is greater than or equal to the established minimum interruption cycle time for that agent. The minimum interruption cycle time is selected so as to allow the reserve agent to complete a designated number of non-call tasks between the calls processed by the reserve agent. If there is a pool of reserve agents, one or more of the reserve agents may be temporarily converted to normal agent status for at least one particular skill that is causing excessive interruption of reserve agents, so as to maintain the minimum interruption cycle time for the remaining reserve agents in the presence of an increased call volume.

摘要翻译： 为呼叫中心的保留代理建立最小中断周期时间。 储备代理可以是仅处理需要备用技能的电话的专用储备代理。 在说明性实施例中，在保留代理完成呼叫处理之后，针对该代理开始周期计时器。 然后暂停对保留代理的额外呼叫的传递，直到循环定时器的值大于或等于该代理的已建立的最小中断周期时间为止。 选择最小中断周期时间，以便允许保留代理在由备用代理处理的呼叫之间完成指定数量的非呼叫任务。 如果有一个储备代理商池，一个或多个保留代理人可能被临时转换为导致储备代理人过多中断的至少一个特定技能的正常代理人状态，以保持最小中断周期时间 存在增加呼叫量的剩余储备代理。

公开(公告)号：US06173053B2

公开(公告)日：2001-01-09

申请号：US09057842

申请日：1998-04-09

申请人： Frank J. Bogart ,  Andrew D. Flockhart ,  Robin H. Foster ,  Joylee E. Kohler ,  Eugene P. Mathews ,  Stephen L. Skarzynski

发明人： Frank J. Bogart ,  Andrew D. Flockhart ,  Robin H. Foster ,  Joylee E. Kohler ,  Eugene P. Mathews ,  Stephen L. Skarzynski

IPC分类号： H04Q364

CPC分类号： H04M3/5233

摘要： Selection of a call-center agent (106-108) to handle a call is based on which available agent's handling of the call will tend to optimize call-center performance criteria such as efficiency (e.g., minimize per-call handling time) or derived benefit (e.g., maximize revenue). Each agent has a service profile for each type of call that they handle. A service profile (400-402) comprises present values of a plurality of service metrics, such as proficiency, profitability, customer satisfaction, and agent satisfaction. When a call of a particular type becomes available, the present values of the service metrics of the service profile (400-500) of that call type of each agent who is available to handle the call are combined (304) into a score according to one of a plurality of formulas which corresponds to that call type, and the agent with the best score is assigned (306) to the call. When the assigned agent finishes handling the is call, his or her performance is evaluated (202-206) based on the service metrics, and the valuations are used (210) to revise the present values of the service metrics of that agent's service profile. The revision process gives (208) more weight to valuations of more-recently-handled calls to reflect both long-term and short-term agent performance trends and variations.

摘要翻译： 呼叫中心代理（106-108）的选择是基于哪个可用代理对呼叫的处理将趋向于优化呼叫中心性能标准，例如效率（例如，最小化每个呼叫处理时间）或导出 收益（例如，最大化收入）。 每个代理都有一个服务配置文件，用于他们处理的每种类型的调用。 服务简档（400-402）包括多个服务度量的现值，例如熟练度，盈利能力，顾客满意度和代理满意度。 当特定类型的呼叫可用时，可以处理呼叫的每个代理的该呼叫类型的服务简档（400-500）的当前值被组合（304）到根据 对应于该呼叫类型的多个公式中的一个，并且具有最佳分数的代理被分配（306）到该呼叫。 当所分配的代理完成处理呼叫时，根据服务度量对其性能进行评估（202-206），并使用估价（210）来修改该代理服务简档的服务度量的当前值。 修订过程使（208）对最近处理的呼叫的估值更加重视，以反映长期和短期代理业绩趋势和变化。

公开(公告)号：US06661889B1

公开(公告)日：2003-12-09

申请号：US09484099

申请日：2000-01-18

申请人： Andrew Derek Flockhart ,  Robin H. Foster ,  Joylee E. Kohler ,  Eugene P. Mathews

发明人： Andrew Derek Flockhart ,  Robin H. Foster ,  Joylee E. Kohler ,  Eugene P. Mathews

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。

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。

公开(公告)号：US06614903B1

公开(公告)日：2003-09-02

申请号：US09461902

申请日：1999-12-15

申请人： Andrew Derek Flockhart ,  Robin H. Foster ,  Joylee E. Kohler ,  Eugene P. Mathews

发明人： Andrew Derek Flockhart ,  Robin H. Foster ,  Joylee E. Kohler ,  Eugene P. Mathews

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。

公开(公告)号：US06535601B1

公开(公告)日：2003-03-18

申请号：US09141269

申请日：1998-08-27

申请人： Andrew Derek Flockhart ,  Robin H. Foster ,  Joylee E. Kohler ,  Eugene P. Mathews

发明人： Andrew Derek Flockhart ,  Robin H. Foster ,  Joylee E. Kohler ,  Eugene P. Mathews

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。

公开(公告)号：US6064731A

公开(公告)日：2000-05-16

申请号：US182353

申请日：1998-10-29

申请人： Andrew D. Flockhart ,  Robin H. Foster ,  Eugene P. Mathews

发明人： Andrew D. Flockhart ,  Robin H. Foster ,  Eugene P. Mathews

IPC分类号： H04M3/42 ,  H04M3/436 ,  H04M3/51 ,  H04M3/523 ,  H04Q3/72 ,  H04M3/00

CPC分类号： H04M3/523 ,  H04M3/51 ,  H04M2203/551 ,  H04M2242/22 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/5231 ,  H04Q3/72

摘要： In a call center (100) of a business, if it is determined (314-318 or 320) during the handling of a call involving a party who is a customer of the business that the party is at risk of being lost as a customer to the business, an identifier of the party, such as ANI, is captured (300) and stored (322) along with an "at risk" indication. The determination may be made either automatically by detecting (314-318) that the party terminated the call while on hold, or manually (320) by the agent handling the call or a service observer whereupon the agent or observer pressed an "at risk" feature button (112) on their terminal (105, 110). On a subsequent call to or from that party, the stored identifiers (380) are searched (306), and when it is determined (308) that the party is identified therein as being at risk, the call is given (310) special treatment (400-426)--a higher-than-normal level of service--and is identified (428) to the call's handler as involving an "at risk" customer, in an attempt to avoid loss of the party as a customer.

摘要翻译： 在业务的呼叫中心（100）中，如果在处理涉及作为该业务的客户的一方的一方的呼叫被确定为（314-318或320）该方有作为客户丢失的风险的话） 对于业务，诸如ANI的一方的标识符被捕获（300）并存储（322）以及“有风险”的指示。 可以通过检测（314-318）该方在保持时终止呼叫或者由处理该呼叫的代理或服务观察者手动（320），代理人或观察者按“风险”来自动确定该确定。 特征按钮（112）在其终端（105,110）上。 在来自该方的后续呼叫中，搜索存储的标识符（380）（306），并且当确定（308）当事方在其中被识别为处于危险中时，给予呼叫（310）特殊处理 （400-426） - 服务水平高于正常水平，并将呼叫处理程序确定为（428）涉及“处于危险中”的客户，以避免作为客户的方丢失。

公开(公告)号：US07035927B2

公开(公告)日：2006-04-25

申请号：US10097017

申请日：2002-03-12

申请人： Andrew Derek Flockhart ,  Robin H. Foster ,  Eugene P. Mathews ,  Darryl J. Maxwell

发明人： Andrew Derek Flockhart ,  Robin H. Foster ,  Eugene P. Mathews ,  Darryl J. Maxwell

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）。