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1.发明授权System and method for scheduling service providers to perform customer service requests 失效调度服务提供商执行客户服务请求的系统和方法
公开(公告)号：US5615121A
公开(公告)日：1997-03-25
申请号：US381657
申请日：1995-01-31
CPC分类号： G06Q10/06 , G06Q10/06312 , G06Q10/06314 , G06Q10/06315
摘要： A scheduling system is disclosed for scheduling tasks for fulfilling a series of service requests. When each service request is received, a determination is made as to the amount of resources a task requires to provide the requested service. Further, a preferred time within which to perform the task is obtained from the requestor of the service request. For each service request, data for the estimated amount of resources and the preferred time are supplied, on a first-come-first-serve basis, to a scheduling component for solving a combinatorial optimization model which efficiently allocates a predetermined amount of resources for each time slot in a scheduling period by rearranging tasks for service requests previously received. The scheduling component provides for a service requestor, without regard to subsequently received service requests, a service time in which to perform the task for the requested service substantially immediately after the service request is made. Whenever possible, the service time coincides with the preferred time. Each previously received service request will have its related task performed within the service time provided to the requestor of the service request. The scheduling system is particularly useful in scheduling technician time for service calls received by customer representatives in the telecommunication and utility industries.
摘要翻译： 公开了用于调度用于满足一系列服务请求的任务的调度系统。 当接收到每个服务请求时，确定任务所需的资源量来提供所请求的服务。 此外，从服务请求的请求者获得执行任务的优选时间。 对于每个服务请求，估计的资源量和优选时间的数据以先到先得的方式提供给调度组件，用于解决组合优化模型，其针对每个服务请求有效地分配预定量的资源 通过重新排列先前接收到的服务请求的任务在调度周期中的时隙。 调度组件提供服务请求者，而不考虑随后接收到的服务请求，在服务请求完成之后基本上立即执行所请求服务的任务的服务时间。 只要有可能，服务时间与首选时间一致。 每个先前接收的服务请求将在提供给服务请求的请求者的服务时间内执行其相关任务。 调度系统在为电信和公用事业行业的客户代表接收的业务呼叫调度技术人员时间方面特别有用。
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