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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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公开(公告)号：US08761380B2
公开(公告)日：2014-06-24
申请号：US13407536
申请日：2012-02-28
CPC分类号： H04M3/5238
摘要： Systems and methods for providing adaptive estimated wait time predictions for work items are provided. More particularly, a processor-enabled module may select a best estimated wait time algorithm from among a plurality of estimated wait time algorithms that meets the accuracy and calculation resource conditions of a contact center based on rules. Furthermore, the conditions of a contact center may change at times and as a result the selection of which estimated wait time algorithm is considered best will adapt to suit the contact center change. In addition, the selected best estimated wait time prediction can be provided to client communication devices.
摘要翻译： 提供了用于为工作项提供自适应估计等待时间预测的系统和方法。 更具体地，支持处理器的模块可以从满足基于规则的联络中心的准确性和计算资源状况的多个估计等待时间算法中选择最佳估计等待时间算法。 此外，联络中心的条件可能有时会改变，因此，最佳的估计等待时间算法的选择将适应于联络中心的变化。 此外，所选择的最佳估计等待时间预测可以提供给客户端通信设备。
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公开(公告)号：US08577017B2
公开(公告)日：2013-11-05
申请号：US13250506
申请日：2011-09-30
IPC分类号： H04M3/523
CPC分类号： H04M3/5233 , 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, selectively interrupt a contact center agent in an AUXILIARY state. This enables the contact center to accommodate sudden influxes of work items without substantially increasing customer wait time.
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辅助之外，选择性地中断辅助状态中的联络中心代理的能力。 这使得联络中心能够容纳工作项目的突然涌入，而不会大大增加客户等待时间。
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7.发明申请SWITCHING ROUTING ALGORITHMS TO OPTIMIZE SATISFACTION OF LONG-TERM COMMITMENTS 审中-公开切换路由协议优化对长期承诺的满意度公开(公告)号：US20130085791A1
公开(公告)日：2013-04-04
申请号：US13250521
申请日：2011-09-30
IPC分类号： G06Q10/06
CPC分类号： G06Q10/06
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, monitor workload distribution to one or more sub-contractors and predict whether a contractual obligation will be met (or not) and based on such a prediction automatically switch routing algorithms within a contractual period of time to ensure that costs associated with a contract are minimized.
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。 本文提出的联络中心提供了监测工作负载分配给一个或多个分包商的能力，并预测是否满足合同义务（或不符合），并根据这种预测自动切换合同中的路由算法 以确保与合同相关的成本最小化。
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公开(公告)号：US20130083916A1
公开(公告)日：2013-04-04
申请号：US13250718
申请日：2011-09-30
IPC分类号： H04M3/00
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：US20130022194A1
公开(公告)日：2013-01-24
申请号：US13186219
申请日：2011-07-19
IPC分类号： H04M3/00
CPC分类号： H04M3/5233 , H04M2203/403
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, selectively promote and demote agent skills to respond to various changes in contact center conditions. This enables the contact center to respond to unexpected changes in processing conditions without significantly impacting the overall performance of the contact center.
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。 本文提出的联络中心提供了除其他外，有选择地促进和降低代理人技能以应对联络中心条件的各种变化的能力。 这使得联络中心能够响应处理条件的意外变化，而不会显着影响联络中心的整体性能。
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公开(公告)号：US08688684B2
公开(公告)日：2014-04-01
申请号：US13441746
申请日：2012-04-06
IPC分类号： G06F17/30
CPC分类号： H04M3/5233 , G06F17/30 , G06Q10/06 , G06Q10/063112
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, define, in real-time, qualifier set combinations for work items. Thus, the contact center can create a dictionary of combinations of work item attributes that may be defined as work items are introduced to the system. The definition of the combinations allows for large qualifier sets without the large expenditure of resources to define all possible combinations of attributes for the contact center.
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。 本文提出的联络中心提供了能够实时定义工作项目的限定符集合组合。 因此，联络中心可以创建可被定义为将工作项引入到系统的工作项属性的组合的字典。 组合的定义允许大量限定词集合，而不需要大量资源来定义联络中心的所有可能的属性组合。
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