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公开(公告)号：US08488772B2
公开(公告)日：2013-07-16
申请号：US13115657
申请日：2011-05-25
申请人： Luciano Godoy Fagundes , Tommy Moran , Veeranna A. Yamanappa , Mohammad Khan , Dhaval Desai , Joylee E. Kohler , Andrew D. Flockhart , Robert C. Steiner
发明人： Luciano Godoy Fagundes , Tommy Moran , Veeranna A. Yamanappa , Mohammad Khan , Dhaval Desai , Joylee E. Kohler , Andrew D. Flockhart , Robert C. Steiner
摘要： Agents in a contact center are grouped dynamically by defining performance metrics against which agents are to be judged, and generating an evaluation score for each of a number of agents by comparing their actual performance data to the defined performance metrics. Agents are assigned to the groups based on their performance scores. This provides the ability to generate reports and route contacts according to actual agent performance judged relative to user-specified performance metrics. The sizes of groups can be adjusted in real time to take account of actual or anticipated levels of contacts with different requirements, and agents can be reallocated among the resized groups on the fly based on the ranking of their evaluation scores.
摘要翻译： 通过定义要判断代理的性能指标，并通过将其实际性能数据与定义的性能度量进行比较，为多个代理中的每一个生成评估分数来动态分组联络中心中的代理。 基于他们的绩效分数，代理被分配到组。 这提供了根据与用户指定的性能指标相关的实际代理性能生成报告和路由联系人的功能。 可以实时调整组的大小，以考虑到具有不同要求的实际或预期的联系人数，并且可以根据其评估分数的排名，在调整大小的组中重新分配代理人。
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2.发明申请公开(公告)号：US20130013359A1
公开(公告)日：2013-01-10
申请号：US13179245
申请日：2011-07-08
IPC分类号： G06Q10/00
摘要： Provided herein is a system and method for determining a service agent start time objective for a customer contact and matching agents and customers based on meeting that objective. The method may include: receiving a customer contact to request service; determining a service completion objective for the customer contact based upon a service-level agreement; determining a handling time limit based on a historical elapsed handling time; and subtracting the handling time limit from the service completion objective, to produce the service agent start time.
摘要翻译： 这里提供了一种用于基于满足该目标来确定客户联系人和匹配代理和客户的服务代理开始时间目标的系统和方法。 该方法可以包括：接收客户联系人以请求服务; 基于服务级别协议确定客户联系人的服务完成目标; 基于历史经过处理时间确定处理时间限制; 并从服务完成目标减去处理时间限制，以产生服务代理开始时间。
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公开(公告)号：US10579947B2
公开(公告)日：2020-03-03
申请号：US13179245
申请日：2011-07-08
摘要： Provided herein is a system and method for determining a service agent start time objective for a customer contact and matching agents and customers based on meeting that objective. The method may include: receiving a customer contact to request service; determining a service completion objective for the customer contact based upon a service-level agreement; determining a handling time limit based on a historical elapsed handling time; and subtracting the handling time limit from the service completion objective, to produce the service agent start time.
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公开(公告)号：US20120300920A1
公开(公告)日：2012-11-29
申请号：US13115657
申请日：2011-05-25
申请人： Luciano Godoy Fagundes , Tommy Moran , Veeranna A. Yamanappa , Mohammad Khan , Dhaval Desai , Joylee E. Kohler , Andrew D. Flockhart , Robert C. Steiner
发明人： Luciano Godoy Fagundes , Tommy Moran , Veeranna A. Yamanappa , Mohammad Khan , Dhaval Desai , Joylee E. Kohler , Andrew D. Flockhart , Robert C. Steiner
IPC分类号： H04M3/36
摘要： Agents in a contact center are grouped dynamically by defining performance metrics against which agents are to be judged, and generating an evaluation score for each of a number of agents by comparing their actual performance data to the defined performance metrics. Agents are assigned to the groups based on their performance scores. This provides the ability to generate reports and route contacts according to actual agent performance judged relative to user-specified performance metrics. The sizes of groups can be adjusted in real time to take account of actual or anticipated levels of contacts with different requirements, and agents can be reallocated among the resized groups on the fly based on the ranking of their evaluation scores.
摘要翻译： 通过定义要判断代理的性能指标，并通过将其实际性能数据与定义的性能度量进行比较，为多个代理中的每一个生成评估分数来动态分组联络中心中的代理。 基于他们的绩效分数，代理被分配到组。 这提供了根据与用户指定的性能指标相关的实际代理性能生成报告和路由联系人的功能。 可以实时调整组的大小，以考虑到具有不同要求的实际或预期的联系人数，并且可以根据其评估分数的排名，在调整大小的组中重新分配代理人。
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5.发明授权公开(公告)号：US08751274B2
公开(公告)日：2014-06-10
申请号：US12142555
申请日：2008-06-19
IPC分类号： G06Q10/06
CPC分类号： H04M3/523 , G06Q10/06 , G06Q10/0631 , G06Q10/06312 , G06Q10/06315 , G06Q10/0635 , G06Q10/0639 , G06Q10/087
摘要： The present invention provides a system and method for assessing the status of work waiting for service in a work queue or a work pool. Work items are placed in the work queue or work pool and have a service time goal. The work items in the work queue or work pool are scanned and a required queue position for each work item is calculated according to the amount of time remaining prior to the expiration of the service time goal and weighted advance time for servicing of work items in the work queue or pool. An array of counters has elements which correspond to required queue positions. Upon the calculation of the required queue position for a work item, the counter corresponding to the required queue position is incremented. When all of the work items are scanned, the array of counters is analyzed to predict a future state of the work queue or work pool.
摘要翻译： 本发明提供了一种用于评估在工作队列或工作池中等待服务的工作状态的系统和方法。 工作项目放置在工作队列或工作池中，并具有服务时间目标。 扫描工作队列或工作池中的工作项目，并根据服务时间目标到期之前的剩余时间量和每个工作项目工作项目服务期间的加权提前时间，计算每个工作项目所需的队列位置 工作队列或池。 计数器阵列具有对应于所需队列位置的元素。 在计算工作项目所需的队列位置时，增加对应于所需队列位置的计数器。 当扫描所有工作项时，分析计数器阵列以预测工作队列或工作池的未来状态。
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公开(公告)号：US08718267B2
公开(公告)日：2014-05-06
申请号：US13250718
申请日：2011-09-30
IPC分类号： H04M3/523
CPC分类号： H04M3/5232 , H04M3/5238 , H04M2203/402
摘要： A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, dynamically and in real-time utilize contact center analytics feedback mechanisms to adjust parameters that are used in making work assignment decisions. The adjusted parameters may correspond to Key Performance Indicators (KPIs) for agents of the contact center rather than skill values for the agents.
摘要翻译： 描述联络中心以及用于施用它的各种方法和机制。 此处提出的联络中心提供了除其他之外动态地和实时地利用联络中心分析反馈机制来调整用于做出工作分配决定的参数的能力。 调整后的参数可能对应于联络中心的代理人的关键绩效指标（KPI），而不是代理商的技能值。
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公开(公告)号：US08634541B2
公开(公告)日：2014-01-21
申请号：US13457253
申请日：2012-04-26
CPC分类号： H04M3/5232 , H04M2203/402
摘要： A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, support deferring work item routing decisions for a predetermined amount of time even when agents that are technically qualified to handle the work item are available. The deferment of work item routing decisions helps to achieve better matching and, therefore, increases contact center efficiency even though decisions are delayed.
摘要翻译： 描述联络中心以及用于施用它的各种方法和机制。 此处提出的联络中心除了别的以外还提供了支持将工作项路由决定延迟预定时间量的能力，即使在技术上有资格处理工作项目的代理可用的情况下也是如此。 延迟工作项目路由决策有助于实现更好的匹配，因此即使延迟了决策，也增加了联络中心效率。
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公开(公告)号：US20130223617A1
公开(公告)日：2013-08-29
申请号：US13407524
申请日：2012-02-28
IPC分类号： H04M3/50
CPC分类号： G06Q10/06311
摘要： The present disclosure describes various ways of providing agents with a configurable mechanism by which they may bid on training opportunities with contacts in a given contact center. Specifically, an architecture providing a team of agents and agents-in-training to service a contact or set of contacts and methods of employing that team architecture are described. The bids of one or more agents may be collected and evaluated to determine at least one winning agent that will team together with at least one subject matter expert, qualified agent, or team in handling a contact for the purposes of training.
摘要翻译： 本公开描述了向代理人提供可配置机制的各种方式，通过该机制，他们可以通过给定联络中心中的联系人来竞标培训机会。 具体来说，描述了提供代理和代理人团队的架构，用于服务联系人或一组联系人以及采用该团队架构的方法。 可以收集和评估一个或多个代理人的投标，以确定至少一个获胜代理，该获胜代理将与至少一个主题专家，合格的代理人或团队一起在为了训练目的处理联系人。
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公开(公告)号：US20130223611A1
公开(公告)日：2013-08-29
申请号：US13408793
申请日：2012-02-29
IPC分类号： H04M3/00
CPC分类号： H04M3/5175 , H04M3/5238
摘要： A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, include a break-type work item in a work pool that also contains traditional work items. The break-type work item comprises attributes that enable the break-type work item to be routed to one or more resources in the contact center with a work assignment engine that routes the traditional work items.
摘要翻译： 描述联络中心以及用于施用它的各种方法和机制。 此处提出的联络中心提供了除了别的以外，还包括工作池中的还包含传统工作项的中断类型工作项的能力。 中断类型工作项包括使得能够使用路由传统工作项的工作分配引擎将中断类型工作项路由到联络中心中的一个或多个资源的属性。
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10.发明申请DYNAMIC WORK ASSIGNMENT STRATEGIES BASED ON MULTIPLE ASPECTS OF AGENT PROFICIENCY 审中-公开基于药剂专业多方面的动态工作分配战略公开(公告)号：US20120278136A1
公开(公告)日：2012-11-01
申请号：US13540906
申请日：2012-07-03
IPC分类号： G06Q10/06
CPC分类号： G06Q10/06311 , G06Q10/063112 , H04M3/5233 , H04M2201/18
摘要： A contact center having a plurality of performance goals is provided. The contact center includes a routing agent operable, when a work item is to be routed to a servicing destination, determine, for each performance goal, a status of goal realization and a corresponding set of selection criteria for the determined statuses of goal realization and a destination selector operable to select the servicing destination based, at least in part, on the set of selection criteria.
摘要翻译： 提供具有多个性能目标的联络中心。 联络中心包括路线代理，当工作项目被路由到维修目的地时，可以确定目标实现的状态以及所确定的目标实现状态的一组选择标准，以及 目的地选择器可操作以至少部分地基于该组选择标准来选择服务目的地。
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