公开(公告)号：US07809127B2

公开(公告)日：2010-10-05

申请号：US11193585

申请日：2005-07-28

申请人： Kenneth R. Hackbarth, Jr. ,  Murray Jenson ,  Joylee E. Kohler ,  Henry R. Paddock ,  Katherine A. Sobus ,  David Zanoni

发明人： Kenneth R. Hackbarth, Jr. ,  Murray Jenson ,  Joylee E. Kohler ,  Henry R. Paddock ,  Katherine A. Sobus ,  David Zanoni

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/523 ,  G06Q10/06398 ,  H04M3/5175

摘要： A contact center is provided that includes a plurality of agents for servicing incoming contacts and a target behavior identification module operable to (i) process a set of events to yield a corresponding measure; (ii) compare the measure to a plurality of rule sets, each of the rule sets corresponding to a different type of target behavior; and (iii) when the measure is defined by the a selected rule set, associate the measure with a type of target behavior corresponding to the selected rule set.

摘要翻译： 提供一种联络中心，其包括用于维护传入联系人的多个代理和可操作以（i）处理一组事件以产生相应措施的目标行为识别模块; （ii）将所述测量与多个规则集进行比较，每个规则集对应于不同类型的目标行为; 以及（iii）当所选择的规则集定义度量时，将度量与所选择的规则集相对应的目标行为类型相关联。