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    Systems and Methods for Scheduling Contact Center Agents
    1.
    发明申请
    Systems and Methods for Scheduling Contact Center Agents 有权
    计划联络中心代理的系统和方法

    公开(公告)号：US20080043985A1

    公开(公告)日：2008-02-21

    申请号：US11768349

    申请日：2007-06-26

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

    发明人： Jason Fama ,  Uri Peleg ,  Simon Shvarts ,  Mike Bourke ,  James 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 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
    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：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
    4.
    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
    5.
    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 calculating workforce staffing statistics
    7.
    发明授权
    Systems and methods for calculating workforce staffing statistics 有权
    计算人力资源统计的系统和方法

    公开(公告)号：US07826608B1

    公开(公告)日：2010-11-02

    申请号：US11394795

    申请日：2006-03-31

    申请人： Uri Peleg ,  Mike Bourke ,  Jason Fama ,  Vinod Prabhu

    发明人： Uri Peleg ,  Mike Bourke ,  Jason Fama ,  Vinod Prabhu

    IPC分类号： H04M3/00

    CPC分类号： G06Q10/06

    摘要： Systems and methods for determining workforce staffing statistics in a contact center are disclosed. In one embodiment, the method comprises the steps of: receiving activity records associated with agents; and producing queue-specific staff counts for an interval. The counts are based on an activity record subset, and an agent skill, and a contact queue skill set. In one embodiment, the system comprises: an activity collector operative to receive events; and a staff statistics calculator operative to determine a staff count for a specified staffing interval. Each of the events describes a worker activity. In this embodiment, the calculator comprises: logic for receiving activity records derived from one of the events; logic for identifying contact queues for each worker in the activity records; and logic for incrementing a contact queue staff count if at least one skill for the respective worker is included in the respective contact skill set.

    摘要翻译： 披露了确定联络中心员工人数统计数据的系统和方法。 在一个实施例中，该方法包括以下步骤：接收与代理相关联的活动记录; 并生成队列特定的员工计数间隔。 计数基于活动记录子集，代理技能和联系人队列技能集。 在一个实施例中，系统包括：活动收集器，用于接收事件; 以及工作人员统计计算器，用于确定指定人员间隔的工作人员人数。 每个事件都描述了一个工作人员的活动。 在该实施例中，计算器包括：用于接收从事件之一导出的活动记录的逻辑; 识别活动记录中每个工作人员的联系人队列的逻辑; 以及用于递增联系人队列人员计数的逻辑，如果相应的工作人员的至少一个技能包括在相应的接触技能组中。