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1.发明授权System and methods for outbound dialing in multi-campaign and blended environment of virtual contact center 有权虚拟联络中心多运动和混合环境中的出站拨号系统和方法公开(公告)号：US08948373B2
公开(公告)日：2015-02-03
申请号：US14185071
申请日：2014-02-20
申请人： Five9, Inc.
CPC分类号： H04M3/5158
摘要： A method for determining a number of calls to generate for a specific outbound campaign in an automated contact center based upon a prediction of agent occupancy in a future time period, wherein the automated contact center processes one or more outbound campaigns. The estimates a total number of outbound agents available to the one or more outbound campaigns. By using the total number of outbound agents, an effective number of agents for the specific outbound campaign is determined according to a ratio. The effective number of agents is used to determine a number of outbound calls to generate for the specific outbound campaign according to a dialing method. Calls are then generated for the specific outbound campaign based upon the determined number of outbound calls to generate.
摘要翻译： 一种用于基于在未来时间段中的代理占用的预测来确定在自动化联络中心中针对特定出站活动生成的呼叫数量的方法，其中所述自动化联络中心处理一个或多个出站活动。 估计一个或多个出站活动可用的出站代理总数。 通过使用出站代理的总数，根据比例确定特定出站活动的有效数量的代理。 代理人的有效数量用于根据拨号方式确定针对特定出站活动生成的出站呼叫数量。 然后根据确定的要生成的出站呼叫数量为特定出站活动生成呼叫。
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2.发明申请System and Methods for Outbound Dialing in Multi-Campaign and Blended Environment of Virtual Contact Center 有权虚拟联络中心多运动和混合环境中的拨出系统和方法公开(公告)号：US20140169551A1
公开(公告)日：2014-06-19
申请号：US14185071
申请日：2014-02-20
申请人： Five9, Inc.
IPC分类号： H04M3/51
CPC分类号： H04M3/5158
摘要： A method for determining a number of calls to generate for a specific outbound campaign in an automated contact center based upon a prediction of agent occupancy in a future time period, wherein the automated contact center processes one or more outbound campaigns. The estimates a total number of outbound agents available to the one or more outbound campaigns. By using the total number of outbound agents, an effective number of agents for the specific outbound campaign is determined according to a ratio. The effective number of agents is used to determine a number of outbound calls to generate for the specific outbound campaign according to a dialing method. Calls are then generated for the specific outbound campaign based upon the determined number of outbound calls to generate.
摘要翻译： 一种用于基于在未来时间段中的代理占用的预测来确定在自动化联络中心中针对特定出站活动生成的呼叫数量的方法，其中所述自动化联络中心处理一个或多个出站活动。 估计一个或多个出站活动可用的出站代理总数。 通过使用出站代理的总数，根据比例确定特定出站活动的有效数量的代理。 代理人的有效数量用于根据拨号方式确定针对特定出站活动生成的出站呼叫数量。 然后根据确定的要生成的出站呼叫数量为特定出站活动生成呼叫。
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