公开(公告)号：US07853006B1

公开(公告)日：2010-12-14

申请号：US11359909

申请日：2006-02-22

申请人： Jason Fama ,  Michael Robert Bourke, Jr. ,  Edward Hamilton ,  Jeff Iannone ,  Illah Nourbakhsh ,  Joseph Watson ,  Kevin Hegebarth

发明人： Jason Fama ,  Michael Robert Bourke, Jr. ,  Edward Hamilton ,  Jeff Iannone ,  Illah Nourbakhsh ,  Joseph Watson ,  Kevin Hegebarth

IPC分类号： H04M3/00

CPC分类号： H04M3/5175 ,  H04M2201/12 ,  H04M2201/36 ,  H04M2201/38 ,  H04M2203/401 ,  H04M2203/402

摘要： Systems and methods for visualization of call center performance are provided. An exemplary method includes the steps of: obtaining quality performance of agents data that includes information on the quality of service and quality characteristics of the agent, obtaining call center operations data that includes information on statistics and details of a call center, correlating the quality performance of agents data and the call center operations data, identifying correlation-based discovery, and optimizing call center performance based on the correlation-based discovery.

摘要翻译： 提供了呼叫中心性能可视化的系统和方法。 一种示例性方法包括以下步骤：获得包括关于服务质量和代理质量特性的信息的代理数据的质量性能，获得包括关于统计信息和呼叫中心的细节的呼叫中心操作数据，将质量表现相关联 的代理数据和呼叫中心操作数据，基于相关性发现来识别基于关联的发现和优化呼叫中心性能。

公开(公告)号：US07864946B1

公开(公告)日：2011-01-04

申请号：US11359731

申请日：2006-02-22

申请人： Jason Fama ,  Michael Robert Bourke ,  Edward Hamilton ,  Jeff Iannone ,  Illah Nourbakhsh ,  Joseph Watson ,  Kevin Hegebarth

发明人： Jason Fama ,  Michael Robert Bourke ,  Edward Hamilton ,  Jeff Iannone ,  Illah Nourbakhsh ,  Joseph Watson ,  Kevin Hegebarth

IPC分类号： H04M3/00

CPC分类号： H04M3/5175 ,  H04M2203/401 ,  H04M2203/402

摘要： Systems and methods for scheduling call center agents are provided. An exemplary system for scheduling call center agents includes an agent computing device that is capable of obtaining quality scores of agents. The quality score is a measurement of quality that the agents provide to a call center. The Agent computing device is capable of transmitting the quality scores of agents over a network. The system further includes a manager computing device that is capable of: receiving the quality scores of agents over the network, receiving a scheduled interval, receiving a quality goal for the scheduled interval, the quality goal being a desired measurement of quality that the agents collectively provide to the call center, determining a quality goal for the scheduled interval based on the received quality scores of agents, and determining a schedule for the agents based on the quality goal, the quality goal score, and the scheduled interval.

摘要翻译： 提供了调度呼叫中心代理的系统和方法。 用于调度呼叫中心代理的示例性系统包括能够获得代理的质量得分的代理计算设备。 质量得分是代理提供给呼叫中心的质量的度量。 代理计算设备能够通过网络传输代理的质量得分。 该系统还包括管理计算设备，该管理器计算设备能够：通过网络接收代理的质量得分，接收调度的间隔，接收所计划的间隔的质量目标，质量目标是所述代理人共同的质量的期望度量 提供给呼叫中心，基于接收到的代理的质量得分确定调度间隔的质量目标，以及基于质量目标，质量目标得分和调度间隔来确定代理的调度。

公开(公告)号：US06952732B2

公开(公告)日：2005-10-04

申请号：US09846016

申请日：2001-04-30

申请人： Illah Nourbakhsh ,  Ofer Matan ,  Jason Fama ,  Scott Veach ,  Edward Hamilton ,  Alex Fukunaga

发明人： Illah Nourbakhsh ,  Ofer Matan ,  Jason Fama ,  Scott Veach ,  Edward Hamilton ,  Alex Fukunaga

IPC分类号： H04M3/523 ,  G06F15/173

CPC分类号： H04M3/5233

摘要： A method and apparatus for generating an agent schedule for a multi-contact center that has immediate queues and deferred queues. In one embodiment, a method includes scheduling software receiving a plurality of scheduling data from a user interface, and the scheduling software generating a plurality of scheduling constraints. The method further includes a search engine using the plurality of scheduling constraints to generate a plurality of potential schedules including first potential schedules for immediate queues, and second potential schedules for deferred queues. The method further includes performing a first analysis on the first potential schedules to generate first estimated service levels, and performing a second analysis on the second potential schedules to generate second estimated service levels, wherein the first estimated service levels and the second estimated service levels are expressed in interchangeable units.

公开(公告)号：US07788286B2

公开(公告)日：2010-08-31

申请号：US11037604

申请日：2005-01-18

申请人： Illah Nourbakhsh ,  Ofer Matan ,  Jason Fama ,  Scott Veach ,  Edward Hamilton ,  Alex Fukunaga

发明人： Illah Nourbakhsh ,  Ofer Matan ,  Jason Fama ,  Scott Veach ,  Edward Hamilton ,  Alex Fukunaga

IPC分类号： G06F7/00 ,  G06F17/00

CPC分类号： H04M3/5233

摘要： A method and apparatus for generating an agent schedule for a multi-contact center that has immediate queues and deferred queues. In one embodiment, a method includes scheduling software receiving a plurality of scheduling data from a user interface, and the scheduling software generating a plurality of scheduling constraints. The method further includes a search engine using the plurality of scheduling constraints to generate a plurality of potential schedules including first potential schedules for immediate queues, and second potential schedules for deferred queues. The method further includes performing a first analysis on the first potential schedules to generate first estimated service levels, and performing a second analysis on the second potential schedules to generate second estimated service levels, wherein the first estimated service levels and the second estimated service levels are expressed in interchangeable units.

摘要翻译： 一种用于生成具有立即队列和延迟队列的多联络中心的代理计划的方法和装置。 在一个实施例中，一种方法包括调度从用户接口接收多个调度数据的软件，以及生成多个调度约束的调度软件。 该方法还包括使用多个调度约束来生成多个潜在时间表的搜索引擎，其包括用于立即队列的第一潜在时间表，以及用于延迟队列的第二潜在时间表。 该方法还包括对第一潜在时间表执行第一分析以产生第一估计服务水平，以及对第二潜在时间表执行第二分析以产生第二估计服务水平，其中第一估计服务水平和第二估计服务水平为 以可互换单位表示。

公开(公告)号：US20050125439A1

公开(公告)日：2005-06-09

申请号：US11037604

申请日：2005-01-18

申请人： Illah Nourbakhsh ,  Ofer Matan ,  Jason Fama ,  Scott Veach ,  Edward Hamilton ,  Alex Fukunaga

发明人： Illah Nourbakhsh ,  Ofer Matan ,  Jason Fama ,  Scott Veach ,  Edward Hamilton ,  Alex Fukunaga

IPC分类号： H04M3/523 ,  G06F17/00

CPC分类号： H04M3/5233

摘要： A method and apparatus for generating an agent schedule for a multi-contact center that has immediate queues and deferred queues. In one embodiment, a method includes scheduling software receiving a plurality of scheduling data from a user interface, and the scheduling software generating a plurality of scheduling constraints. The method further includes a search engine using the plurality of scheduling constraints to generate a plurality of potential schedules including first potential schedules for immediate queues, and second potential schedules for deferred queues. The method further includes performing a first analysis on the first potential schedules to generate first estimated service levels, and performing a second analysis on the second potential schedules to generate second estimated service levels, wherein the first estimated service levels and the second estimated service levels are expressed in interchangeable units.

摘要翻译： 一种用于生成具有立即队列和延迟队列的多联络中心的代理计划的方法和装置。 在一个实施例中，一种方法包括调度从用户接口接收多个调度数据的软件，以及生成多个调度约束的调度软件。 该方法还包括使用多个调度约束来生成多个潜在时间表的搜索引擎，其包括用于立即队列的第一潜在时间表，以及用于延迟队列的第二潜在时间表。 该方法还包括对第一潜在时间表执行第一分析以产生第一估计服务水平，以及对第二潜在时间表执行第二分析以产生第二估计服务水平，其中第一估计服务水平和第二估计服务水平为 以可互换单位表示。

公开(公告)号：US07281173B2

公开(公告)日：2007-10-09

申请号：US11237456

申请日：2005-11-15

申请人： Cheryl Hite ,  Tyler Morse ,  Ofer Matan ,  Tiffany Boehmer ,  Illah Nourbakhsh ,  Serdar Uckun ,  Jason Fama ,  Edward Reusser ,  Gregory Fichtenholtz ,  Simon Shvarts

发明人： Cheryl Hite ,  Tyler Morse ,  Ofer Matan ,  Tiffany Boehmer ,  Illah Nourbakhsh ,  Serdar Uckun ,  Jason Fama ,  Edward Reusser ,  Gregory Fichtenholtz ,  Simon Shvarts

IPC分类号： G06F11/00 ,  G06F9/46 ,  G06F19/00

CPC分类号： G06Q10/06 ,  G06Q10/0631 ,  G06Q10/06312

摘要： A method and system for handling real-time indications of resource scheduling conflicts. In one embodiment, the method includes a computer system including a user interface, display, processor, and some form of memory. Contained within the memory is a resource scheduling process that analyzes resource data, scheduling criteria, and work parameters to create a working schedule. In conjunction with the creation of a working schedule, the scheduling process detects resource conflicts that can inhibit the schedule's functionality. Once detected an identification process conveys the error to the user concurrently with the schedule process to provide the user with a real-time indication of resource conflicts. The indication is presented in an unobtrusive manner so as to not interfere or impede the scheduling process. In addition, should the specific resource causing the conflict be identifiable, the indication process conveys that information in a similar real-time methodology.

摘要翻译： 一种处理资源调度冲突实时指示的方法和系统。 在一个实施例中，该方法包括包括用户界面，显示器，处理器和某种形式的存储器的计算机系统。 内存中包含资源调度过程，分析资源数据，调度标准和工作参数以创建工作进度。 结合创建工作时间表，调度过程将检测到可能会阻碍计划的功能的资源冲突。 一旦检测到识别过程，则与调度过程同时向用户传送错误，以向用户提供资源冲突的实时指示。 该指示以不显眼的方式呈现，以便不干扰或阻碍调度过程。 另外，如果导致冲突的具体资源是可识别的，则指示过程将以类似的实时方法传达信息。

公开(公告)号：US20060053340A1

公开(公告)日：2006-03-09

申请号：US11237456

申请日：2005-11-15

申请人： Cheryl Hite ,  Tyler Morse ,  Ofer Matan ,  Tiffany Boehmer ,  Illah Nourbakhsh ,  Serdar Uckun ,  Jason Fama ,  Edward Reusser ,  Gregory Fichtenholtz ,  Simon Shvarts

发明人： Cheryl Hite ,  Tyler Morse ,  Ofer Matan ,  Tiffany Boehmer ,  Illah Nourbakhsh ,  Serdar Uckun ,  Jason Fama ,  Edward Reusser ,  Gregory Fichtenholtz ,  Simon Shvarts

IPC分类号： G06F11/00

CPC分类号： G06Q10/06 ,  G06Q10/0631 ,  G06Q10/06312

摘要： A method and system for handling real-time indications of resource scheduling conflicts. In one embodiment, the method includes a computer system including a user interface, display, processor, and some form of memory. Contained within the memory is a resource scheduling process that analyzes resource data, scheduling criteria, and work parameters to create a working schedule. In conjunction with the creation of a working schedule, the scheduling process detects resource conflicts that can inhibit the schedule's functionality. Once detected an identification process conveys the error to the user concurrently with the schedule process to provide the user with a real-time indication of resource conflicts. The indication is presented in an unobtrusive manner so as to not interfere or impede the scheduling process. In addition, should the specific resource causing the conflict be identifiable, the indication process conveys that information in a similar real-time methodology.

公开(公告)号：US06959405B2

公开(公告)日：2005-10-25

申请号：US09837251

申请日：2001-04-18

申请人： Cheryl Hite ,  Tyler Morse ,  Ofer Matan ,  Tiffany Boehmer ,  Illah Nourbakhsh ,  Serdar Uckun ,  Jason Fama ,  Edward Reusser ,  Gregory Fichtenholtz ,  Simon Shvarts

发明人： Cheryl Hite ,  Tyler Morse ,  Ofer Matan ,  Tiffany Boehmer ,  Illah Nourbakhsh ,  Serdar Uckun ,  Jason Fama ,  Edward Reusser ,  Gregory Fichtenholtz ,  Simon Shvarts

IPC分类号： G06Q10/06 ,  G06F11/00

CPC分类号： G06Q10/06 ,  G06Q10/0631 ,  G06Q10/06312

摘要： A method and system for handling real-time indications of resource scheduling conflicts. In one embodiment, the method includes a computer system including a user interface, display, processor, and some form of memory. Contained within the memory is a resource scheduling process that analyzes resource data, scheduling criteria, and work parameters to create a working schedule. In conjunction with the creation of a working schedule, the scheduling process detects resource conflicts that can inhibit the schedule's functionality. Once detected an identification process conveys the error to the user concurrently with the schedule process to provide the user with a real-time indication of resource conflicts. The indication is presented in an unobtrusive manner so as to not interfere or impede the scheduling process. In addition, should the specific resource causing the conflict be identifiable, the indication process conveys that information in a similar real-time methodology.

摘要翻译： 一种处理资源调度冲突实时指示的方法和系统。 在一个实施例中，该方法包括包括用户界面，显示器，处理器和某种形式的存储器的计算机系统。 内存中包含资源调度过程，分析资源数据，调度标准和工作参数以创建工作进度。 结合创建工作时间表，调度过程将检测到可能会阻碍计划的功能的资源冲突。 一旦检测到识别过程，则与调度过程同时向用户传送错误，以向用户提供资源冲突的实时指示。 该指示以不显眼的方式呈现，以便不干扰或阻碍调度过程。 另外，如果导致冲突的具体资源是可识别的，则指示过程将以类似的实时方法传达信息。

公开(公告)号：US07752508B2

公开(公告)日：2010-07-06

申请号：US11868656

申请日：2007-10-08

申请人： Cheryl Hite ,  Tyler Morse ,  Ofer Matan ,  Tiffany Boehmer ,  Illah Nourbakhsh ,  Serdar Uckun ,  Jason Fama ,  Edward Reusser ,  Gregory Fichtenholtz ,  Simon Shvarts

发明人： Cheryl Hite ,  Tyler Morse ,  Ofer Matan ,  Tiffany Boehmer ,  Illah Nourbakhsh ,  Serdar Uckun ,  Jason Fama ,  Edward Reusser ,  Gregory Fichtenholtz ,  Simon Shvarts

IPC分类号： G06F11/00

CPC分类号： G06Q10/06 ,  G06Q10/0631 ,  G06Q10/06312

摘要： A method and system for handling real-time indications of resource scheduling conflicts. In one embodiment, the method includes a computer system including a user interface, display, processor, and some form of memory. Contained within the memory is a resource scheduling process that analyzes resource data, scheduling criteria, and work parameters to create a working schedule. In conjunction with the creation of a working schedule, the scheduling process detects resource conflicts that can inhibit the schedule's functionality. Once detected an identification process conveys the error to the user concurrently with the schedule process to provide the user with a real-time indication of resource conflicts. The indication is presented in an unobtrusive manner so as to not interfere or impede the scheduling process. In addition, should the specific resource causing the conflict be identifiable, the indication process conveys that information in a similar real-time methodology.

摘要翻译： 一种处理资源调度冲突实时指示的方法和系统。 在一个实施例中，该方法包括包括用户界面，显示器，处理器和某种形式的存储器的计算机系统。 内存中包含资源调度过程，分析资源数据，调度标准和工作参数以创建工作进度。 结合创建工作时间表，调度过程将检测到可能会阻碍计划的功能的资源冲突。 一旦检测到识别过程，则与调度过程同时向用户传送错误，以向用户提供资源冲突的实时指示。 该指示以不显眼的方式呈现，以便不干扰或阻碍调度过程。 另外，如果导致冲突的具体资源是可识别的，则指示过程将以类似的实时方法传达信息。

公开(公告)号：US20080091984A1

公开(公告)日：2008-04-17

申请号：US11868656

申请日：2007-10-08

申请人： Cheryl Hite ,  Tyler Morse ,  Ofer Matan ,  Tiffany Boehmer ,  Illah Nourbakhsh ,  Serdar Uckun ,  Jason Fama ,  Edward Reusser ,  Gregory Fichtenholtz ,  Simon Shvarts

发明人： Cheryl Hite ,  Tyler Morse ,  Ofer Matan ,  Tiffany Boehmer ,  Illah Nourbakhsh ,  Serdar Uckun ,  Jason Fama ,  Edward Reusser ,  Gregory Fichtenholtz ,  Simon Shvarts

IPC分类号： G06F11/00

CPC分类号： G06Q10/06 ,  G06Q10/0631 ,  G06Q10/06312

摘要： A method and system for handling real-time indications of resource scheduling conflicts. In one embodiment, the method includes a computer system including a user interface, display, processor, and some form of memory. Contained within the memory is a resource scheduling process that analyzes resource data, scheduling criteria, and work parameters to create a working schedule. In conjunction with the creation of a working schedule, the scheduling process detects resource conflicts that can inhibit the schedule's functionality. Once detected an identification process conveys the error to the user concurrently with the schedule process to provide the user with a real-time indication of resource conflicts. The indication is presented in an unobtrusive manner so as to not interfere or impede the scheduling process. In addition, should the specific resource causing the conflict be identifiable, the indication process conveys that information in a similar real-time methodology.

摘要翻译： 一种处理资源调度冲突实时指示的方法和系统。 在一个实施例中，该方法包括包括用户界面，显示器，处理器和某种形式的存储器的计算机系统。 内存中包含资源调度过程，分析资源数据，调度标准和工作参数以创建工作进度。 结合创建工作时间表，调度过程将检测到可能会阻碍计划的功能的资源冲突。 一旦检测到识别过程，则与调度过程同时向用户传送错误，以向用户提供资源冲突的实时指示。 该指示以不显眼的方式呈现，以便不干扰或阻碍调度过程。 另外，如果导致冲突的具体资源是可识别的，则指示过程将以类似的实时方法传达信息。