利索-全球专利检索

  1. 登录
  2. 注册

搜索结果

23 条记录 (耗时 0.031 秒)

    Systems and methods for scheduling contact center agents
    2.
    发明授权
    Systems and methods for scheduling contact center agents 有权
    调度联络中心代理的系统和方法

    公开(公告)号：US08705723B2

    公开(公告)日：2014-04-22

    申请号：US12684027

    申请日：2010-01-07

    申请人： Jason Fama ,  Uri Peleg ,  Simon Shvarts ,  Mike Bourke ,  James Gordon Nies ,  Vinod Prabhu

    发明人： Jason Fama ,  Uri Peleg ,  Simon Shvarts ,  Mike Bourke ,  James Gordon Nies ,  Vinod Prabhu

    IPC分类号： H04M3/00

    CPC分类号： H04M3/5237 ,  G06Q10/103 ,  H04M3/5233

    摘要： Systems and methods for scheduling workforces are provided. In this regard, a representative method includes: generating a forecast requirement related to a volume of work to be handled by a first workforce and a second workforce, wherein the second workforce is remote from the first workforce; generating work schedules for personnel of the second workforce based on the forecast requirement and skills of the personnel of the second workforce; receiving information corresponding to the work schedules and the skills of the personnel of the second workforce that share work with the first workforce, wherein the work schedules comprise activities; correlating the skills contained in the information with skills that are to be used for scheduling personnel of the first workforce; correlating the activities contained in the information with activities that are to be used for scheduling the personnel of the first workforce; and generating work schedules for the personnel of the first workforce based, at least in part, on a correlation between the skills of the personnel of the second workforce and the first workforce and a correlation between the activities of the personnel of the second workforce and the first workforce.

    摘要翻译： 提供了安排员工队伍的系统和方法。 在这方面，一种代表性的方法包括：产生与由第一劳动者和第二劳动力处理的工作量有关的预测要求，其中第二劳动力远离第一劳动力; 根据第二劳动力人员的预测要求和技能，为第二劳动者人员制定工作时间表; 接收与工作时间表相对应的信息和与第一劳动力共享工作的第二劳动力人员的技能，其中工作时间表包括活动; 将信息中包含的技能与将用于安排第一劳动力人员的技能相关联; 将信息中包含的活动与用于安排第一劳动力人员的活动相关联; 并且至少部分地基于第二劳动力人员的技能与第一劳动力之间的相关性以及第二劳动力人员的活动与第二劳动力的人员之间的相互关系，为第一劳动者的人员创造工作时间表 第一劳动力

    Systems and methods for scheduling contact center agents
    3.
    发明授权
    Systems and methods for scheduling contact center agents 有权
    调度联络中心代理的系统和方法

    公开(公告)号：US07660407B2

    公开(公告)日：2010-02-09

    申请号：US11768349

    申请日：2007-06-26

    申请人： Jason Fama ,  Uri Peleg ,  Simon Shvarts ,  Mike Bourke ,  James Gordon Nies ,  Vinod Prabhu

    发明人： Jason Fama ,  Uri Peleg ,  Simon Shvarts ,  Mike Bourke ,  James Gordon Nies ,  Vinod Prabhu

    IPC分类号： H04M5/00

    CPC分类号： H04M3/5237 ,  G06Q10/103 ,  H04M3/5233

    摘要： Systems and methods for scheduling contact center agents are provided. In this regard, a representative method includes: receiving information corresponding to work schedules and skills of agents of a remote contact center that shares contacts with a local contact center; correlating the skills with skills that are to be used for scheduling agents of the local contact center; and generating work schedules for the agents of the local contact center based, at least in part, on a correlation between the skills of the agents of the remote contact center and the local contact center, and an evaluation of the work schedules of the agents of the remote contact center.

    摘要翻译： 提供了调度联络中心代理的系统和方法。 在这方面，代表性方法包括：接收与本地联络中心共享联系的远程联络中心的代理人的工作时间表和技能相应的信息; 将技能与用于本地联络中心的代理人的技能相关联; 以及至少部分地基于所述远程联络中心的代理人的技能与本地联络中心之间的相关性，以及对代理人的工作时间表的评估，为本地联络中心的代理生成工作表 远程联络中心。

    SYSTEMS AND METHODS FOR SCHEDULING CONTACT CENTER AGENTS
    4.
    发明申请
    SYSTEMS AND METHODS FOR SCHEDULING CONTACT CENTER AGENTS 有权
    调度联系中心代理的系统和方法

    公开(公告)号：US20100114644A1

    公开(公告)日：2010-05-06

    申请号：US12684027

    申请日：2010-01-07

    申请人： Jason Fama ,  Uri Peleg ,  Simon Shvarts ,  Mike Bourke ,  James Gordon Nies ,  Vinod Prabhu

    发明人： Jason Fama ,  Uri Peleg ,  Simon Shvarts ,  Mike Bourke ,  James Gordon Nies ,  Vinod Prabhu

    IPC分类号： G06Q10/00

    CPC分类号： H04M3/5237 ,  G06Q10/103 ,  H04M3/5233

    摘要： Systems and methods for scheduling workforces are provided. In this regard, a representative method includes: generating a forecast requirement related to a volume of work to be handled by a first workforce and a second workforce, wherein the second workforce is remote from the first workforce; generating work schedules for personnel of the second workforce based on the forecast requirement and skills of the personnel of the second workforce; receiving information corresponding to the work schedules and the skills of the personnel of the second workforce that share work with the first workforce, wherein the work schedules comprise activities; correlating the skills contained in the information with skills that are to be used for scheduling personnel of the first workforce; correlating the activities contained in the information with activities that are to be used for scheduling the personnel of the first workforce; and generating work schedules for the personnel of the first workforce based, at least in part, on a correlation between the skills of the personnel of the second workforce and the first workforce and a correlation between the activities of the personnel of the second workforce and the first workforce.

    摘要翻译： 提供了安排员工队伍的系统和方法。 在这方面，一种代表性的方法包括：产生与由第一劳动者和第二劳动力处理的工作量有关的预测要求，其中第二劳动力远离第一劳动力; 根据第二劳动力人员的预测要求和技能，为第二劳动者人员制定工作时间表; 接收与工作时间表相对应的信息和与第一劳动力共享工作的第二劳动力人员的技能，其中工作时间表包括活动; 将信息中包含的技能与将用于安排第一劳动力人员的技能相关联; 将信息中包含的活动与用于安排第一劳动力人员的活动相关联; 并且至少部分地基于第二劳动力人员的技能与第一劳动力之间的相关性以及第二劳动力人员的活动与第二劳动力的人员之间的相互关系，为第一劳动者的人员创造工作时间表 第一劳动力

    Systems and methods for context drilling in workforce optimization
    10.
    发明授权
    Systems and methods for context drilling in workforce optimization 有权
    劳动力优化中上下文挖掘的系统和方法

    公开(公告)号：US07949552B2

    公开(公告)日：2011-05-24

    申请号：US11528267

    申请日：2006-09-27

    申请人： Shmuel Korenblit ,  Simon Shvarts ,  James Gordon Nies ,  Ari Volcoff

    发明人： Shmuel Korenblit ,  Simon Shvarts ,  James Gordon Nies ,  Ari Volcoff

    IPC分类号： G06Q99/00

    CPC分类号： G06Q10/06 ,  G06Q10/06311 ,  G06Q10/0639 ,  G06Q10/06393 ,  G06Q10/06395 ,  G06Q10/06398 ,  G06Q50/20

    摘要： The systems and methods described herein provide a drill through engine that facilitates integration of solutions for performing workforce management, quality monitoring, e-learning, performance management, and analytics functionality. The drill through engine facilitates combining quality monitoring/call recording with performance management and e-learning functionality as a unified integrated solution. The combination can be delivered through a single platform and enables users to gain more insight and make smarter decisions faster about sales, service, and overall operations. This takes customer center tools beyond the traditional “suite” approach to a true single workforce optimization platform.

    摘要翻译： 本文所述的系统和方法提供钻取引擎，其促进用于执行劳动力管理，质量监测，电子学习，性能管理和分析功能的解决方案的集成。 钻探引擎有助于将质量监控/呼叫记录与性能管理和电子学习功能相结合，作为统一的集成解决方案。 该组合可以通过单一平台交付，使用户能够获得更多的洞察力，并在销售，服务和整体运营方面做出更明智的决策。 这将客户中心工具超越传统的“套件”方法，成为真正的单一劳动力优化平台。