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：US06163607A

公开(公告)日：2000-12-19

申请号：US185265

申请日：1998-11-03

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： H04M3/42 ,  H04M3/523 ,  H04M3/60 ,  H04Q3/64

CPC分类号： H04M3/5233

摘要： Selection of a call for handling by a call-center agent (106-108) is based on which call's handling by the available agent 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 an agent becomes available, the present values of the service metrics of the service profile (500-502) of that agent for each type (e.g. skill) of available call handled by the agent are combined (610) into a score according to one of a plurality of formulas which corresponds to that call type, and a call of the type for which the agent has the best (e.g., either highest or just-sufficient) score is assigned (612) to the agent. Preferably, a call score is also computed (807) for each available call type, based on factors such as the purpose of the call, the call's in-queue wait time, the priority of the call, etc. The call type for which the agent has the best score is selected (812) to be the one for which the call score best matches the agent's corresponding score. When the assigned agent finishes handling the 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： 由呼叫中心代理（106-108）处理呼叫的选择是基于哪个呼叫由可用代理进行的处理将倾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 衍生的收益（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。 当代理变得可用时，由代理处理的可用呼叫的每种类型（例如技能）的该代理的服务简档（500-502）的服务度量的当前值被组合（610）到根据一个 对应于该呼叫类型的多个公式的呼叫，以及代理人具有最佳（例如，最高或仅足够）得分的类型的呼叫被分配给代理（612）。 优选地，基于诸如呼叫的目的，呼叫的队列等待时间，呼叫的优先级等因素，还计算每个可用呼叫类型的呼叫分数（807）。呼叫类型 代理商选择最佳成绩（812）为呼叫评分与代理人相应得分最匹配的成绩。 当所分配的代理完成对呼叫的处理时，根据服务指标对其性能进行评估（202-206），并使用估价（210）来修改该代理服务简档的服务度量值的当前值。 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：US06088441A

公开(公告)日：2000-07-11

申请号：US992307

申请日：1997-12-17

申请人： Andrew D. Flockhart ,  Robin H. Foster ,  Roy A. Jensen ,  Joylee E. Kohler ,  Eugene P. Mathews

发明人： Andrew D. Flockhart ,  Robin H. Foster ,  Roy A. Jensen ,  Joylee E. Kohler ,  Eugene P. Mathews

IPC分类号： H04M3/42 ,  H04M3/523 ,  H04M3/60 ,  H04Q3/545 ,  H04M3/00

CPC分类号： H04M3/5233

摘要： In a skills-based ACD, an available agent is reserved and assigned to handle calls needing a "rare" skill of the agent and is prevented from handling calls needing a "common" skill of the agent even if calls needing the common skill are waiting to be handled, if not reserving the agent for the calls needing the rare skill would deprive those calls of the last available agent, even if no calls needing the rare skill are available for handling. The agent is reserved only if target performance criteria, such as average speed of answer, for handling the calls needing the common skill are being met. In case of more than one agent being available to handle calls that need the rare skills, one of these agents is selected and reserved and the other agents are freed to serve calls needing "common" skills.

摘要翻译： 在基于技能的ACD中，可用代理被保留并被分配以处理需要代理的“罕见”技能的呼叫，并且被阻止处理需要代理的“共同”技能的呼叫，即使需要共同技能的呼叫正在等待 要处理，如果不预留需要稀有技能的呼叫的代理，即使没有可用于处理的罕见技能的呼叫，也将剥夺最后一个可用代理的那些呼叫。 只有满足用于处理需要共同技能的呼叫的目标性能标准（例如平均答案速度）才能保留代理。 如果有多个代理可用于处理需要罕见技能的呼叫，则选择和保留这些代理之一，并且释放其他代理人以服务于需要“常见”技能的呼叫。

公开(公告)号：US5828747A

公开(公告)日：1998-10-27

申请号：US790143

申请日：1997-01-28

申请人： Thomas S. Fisher ,  Andrew D. Flockhart ,  Roy A. Jensen ,  Joylee E. Kohler ,  Eugene P. Mathews ,  Edward L. Smelko

发明人： Thomas S. Fisher ,  Andrew D. Flockhart ,  Roy A. Jensen ,  Joylee E. Kohler ,  Eugene P. Mathews ,  Edward L. Smelko

IPC分类号： H04M3/523 ,  H04M5/06

CPC分类号： H04M3/5233 ,  H04M3/5234

摘要： A call-distribution function (150) of an ACD system (101) improves the equity of distribution of calls to agents (106-108) by basing the distribution on the agents' individual occupancies. Illustratively, determining an agent's occupancy involves either determining (304) how many calls the agent has handled within a predetermined time interval, or determining (305) how much time of a predetermined time interval the agent has spent on handling of calls. The occupancy is periodically re-determined, and a next call is allocated to the presently least-occupied one of agents who are available to take the call, or to an agent to whose occupancy the allocation will be most beneficial, such as an available agent to whom allocation of the call will maximize convergence of actual and target occupancies. A queue (135) of agents available is ordered in the inverse order of the agent's occupancies, and a newly-available agent is slotted (inserted) (306) into the queue in a position (202) that ensures the continued inverse ordering of the agent queue. The occupancies of agents are then re-determined (308) and the agents are re-enqueued (310) accordingly.

摘要翻译： ACD系统（101）的呼叫分配功能（150）通过基于代理人的个人占用的分配来提高对代理（106-108）的呼叫分配的权益。 说明性地，确定代理的占用涉及在预定时间间隔内确定（304）代理已经处理了多少呼叫，或者确定（305）代理在处理呼叫上花了多少时间间隔。 周期性重新确定占用率，并且下一个呼叫被分配给可用于接听呼叫的当前最不占用的代理人，或分配给其最有利的代理人，例如可用的代理 呼叫的分配将最大化实际和目标占用的收敛。 可用的代理的队列（135）以代理人的占用的相反顺序排序，并且新的可用代理在（202）中被插入（插入）（306）到队列中，以确保持续反向排序 代理队列。 然后重新确定代理人的占用（308），并且相应地将代理重新排队（310）。

公开(公告)号：US06192122B1

公开(公告)日：2001-02-20

申请号：US09022959

申请日：1998-02-12

申请人： Andrew D. Flockhart ,  Robin Harris Foster ,  Roy A. Jensen ,  Joylee E. Kohler ,  Eugene P. Mathews

发明人： Andrew D. Flockhart ,  Robin Harris Foster ,  Roy A. Jensen ,  Joylee E. Kohler ,  Eugene P. Mathews

IPC分类号： H04M3523

CPC分类号： H04M3/523 ,  H04M3/5233

摘要： Selection of a suitable call-center agent (106-108) to handle a call is based on which available suitable agent's handling of the call will tend to optimize call wait times. When a call needing a particular skill becomes available (200), all skills of agents in the agent queue (131-139) corresponding to the particular skill are determined (202, 204). The agent queues corresponding to the determined skills are checked (206) to determine which ones identify only one agent. For each available agent having the particular skill, the number of agent queues which identify this agent as their only agent is computed (208). The available agent having the lowest computed number is selected (210) to handle the call. This minimizes the number of skills that will be left without an available agent to handle subsequent calls, and thus tends to maximize the probability that a next call will also have a suitable agent already available and not have to wait for one to become available, thereby optimizing call wait times.

摘要翻译： 选择合适的呼叫中心代理（106-108）来处理呼叫是基于哪个可用的合适的代理对呼叫的处理将倾向于优化呼叫等待时间。 当需要特定技能的呼叫可用时（200），确定对应于特定技能的代理队列（131-139）中的代理的所有技能（202,204）。 检查对应于确定的技能的代理队列（206）以确定哪些代理仅识别一个代理。 对于具有特定技能的每个可用代理，计算识别该代理作为其唯一代理的代理队列的数量（208）。 选择具有最低计算数量的可用代理（210）来处理该呼叫。 这最小化了没有可用代理来处理后续呼叫的技能的数量，并且因此趋向于最大化下一次呼叫也将具有已经可用的适当代理的可能性，而不必等待一个可用， 优化呼叫等待时间。

公开(公告)号：US5982873A

公开(公告)日：1999-11-09

申请号：US812617

申请日：1997-03-07

申请人： Andrew D. Flockhart ,  Robin Harris Foster ,  Joylee E. Kohler ,  Eugene P. Mathews

发明人： Andrew D. Flockhart ,  Robin Harris Foster ,  Joylee E. Kohler ,  Eugene P. Mathews

IPC分类号： H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M3/60 ,  H04Q3/545 ,  H04M3/00

CPC分类号： H04M3/523 ,  H04M3/51 ,  H04M3/5233

摘要： Call-center (FIG. 1) performance is improved by assigning different service-time objectives (222) to different types of calls or to call queues (21) for different types of calls, and then selecting (212), for an agent (25) who has just become available (200) to handle a call, a waiting call that is farthest along in exceeding its assigned service-time objective. The objectives represent limits on the amount of time that calls should spend waiting for agents before being handled. For example, a video call may need to be serviced within tens of seconds of its arrival, and a voice-only call may need to be serviced within minutes, while e-mail may need a response within hours of its arrival. Relative distance of calls from their assigned service-time objectives is preferably determined by determining (206) the calls' present or anticipated wait times and computing (210) weighted percentages of the assigned service-time objectives that are represented by the present or anticipated wait times. The call with the highest weighted percentage is then selected (212) and assigned (214) to the available agent for handling. The process is repeated each time that any agent becomes available.

摘要翻译： 通过为不同类型的呼叫分配不同的服务时间目标（222）或者为不同类型的呼叫分配不同的呼叫队列（21），然后为代理（212）选择（212）来改善呼叫中心（图1）的性能 25）谁刚刚可用（200）来处理一个电话，一个最远的超过其分配的服务时间目标的等待电话。 这些目标表示呼叫在处理之前等待代理人花费的时间量的限制。 例如，可能需要在到达视频呼叫的几十秒内对视频呼叫进行维修，并且仅在几分钟内可能需要进行语音通话，而电子邮件可能需要在其到达数小时内进行响应。 优选地通过确定（206）由当前或预期的等待时间表示的所分配的服务时间目标的呼叫当前或预期等待时间和计算（210）加权百分比来确定来自其分配的服务时间目标的呼叫的相对距离 次 然后选择（212）并分配（214）具有最高加权百分比的呼叫到可用代理进行处理。 每当任何代理可用时，重复该过程。

公开(公告)号：US5905793A

公开(公告)日：1999-05-18

申请号：US813513

申请日：1997-03-07

申请人： Andrew D. Flockhart ,  Robin Harris Foster ,  Joylee E. Kohler ,  Eugene P. Mathews

发明人： Andrew D. Flockhart ,  Robin Harris Foster ,  Joylee E. Kohler ,  Eugene P. Mathews

IPC分类号： H04M3/42 ,  H04M3/523 ,  H04M3/60 ,  H04Q3/545 ,  H04M3/00

CPC分类号： H04M3/523 ,  H04M3/5233 ,  H04M3/5238

摘要： The maximum wait time for callers in a call center (FIG. 10) is lowered by selecting, for an agent (25) who has just become available to handle a call, a highest-priority waiting call that would most likely wait the longest if it were not selected at this time. Anticipated wait times are computed for the calls at the heads of the non-empty highest-priority call queues that correspond to the agent's skills or splits (202-210). The anticipated wait time of a call is computed as the call's present (elapsed) wait time plus the average rate of advance of calls in the call's queue (210). The call with the longest anticipated wait time is then selected first and is assigned to the available agent for handling (212-216). The process is repeated each time that any agent becomes available.

摘要翻译： 对于呼叫中心（图10）中的呼叫者的最大等待时间通过选择对于刚刚变得可用于处理呼叫的代理（25）来降低最可能等待最长时间的最高等待呼叫，如果 目前没有选择。 对于与代理技能或分裂（202-210）相对应的非空最高优先级呼叫队列的头部的呼叫，计算预期的等待时间。 呼叫的预期等待时间被计算为呼叫的当前（已经）等待时间加上呼叫队列中的呼叫的平均提前速率（210）。 然后首先选择具有最长预期等待时间的呼叫，并将其分配给可用的处理代理（212-216）。 每当任何代理可用时，重复该过程。

公开(公告)号：US06359982B1

公开(公告)日：2002-03-19

申请号：US09228992

申请日：1999-01-12

申请人： Robin H. Foster ,  Roy A. Jensen ,  Joylee E. Kohler ,  Eugene P. Mathews

发明人： Robin H. Foster ,  Roy A. Jensen ,  Joylee E. Kohler ,  Eugene P. Mathews

IPC分类号： H04M342

CPC分类号： H04M3/5233

摘要： A call center is configured to include a capability for generating measures of occupancy for one or more agents. At least one value characterizing an occupancy measure determination for a given agent is stored in a memory associated with the call center, and used in generating an occupancy measure for that agent. In an illustrative embodiment, a set of stored values for the given agent includes an initial occupancy value for the agent, expressed in terms of a percentage. The occupancy measure for the agent may then be set to the initial occupancy value upon a log-in by the agent, so as to avoid undue oscillation in the occupancy measure after log-in. The set of stored values for the given agent may also include, for example, a limit which specifies a maximum amount of time for a designated activity which is to be considered as occupied time in generating the occupancy measure, or a limit which specifies a maximum effect of a designated activity in generating the occupancy measure. The designated activity may be, for example, after call work or auxiliary work performed by the agent.

摘要翻译： 呼叫中心被配置为包括用于生成一个或多个代理的占用度量的能力。 表征给定代理的占用度量确定的至少一个值被存储在与呼叫中心相关联的存储器中，并且用于生成该代理的占用度量。 在说明性实施例中，给定代理的一组存储值包括代理人的初始占用值，以百分比表示。 然后可以在代理登录时将代理的占用度量设置为初始占用值，以避免登录后占用率的不正确的振荡。 给定代理的存储值集合还可以包括例如指定在生成占用措施时被认为占用时间的指定活动的最大时间量的限制，或指定最大值的限制 指定活动在产生占用措施方面的作用。 指定的活动可以是例如在代理进行的呼叫工作或辅助工作之后。

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。