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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
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。
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公开(公告)号：US20060271418A1
公开(公告)日：2006-11-30
申请号：US11193585
申请日：2005-07-28
申请人： Kenneth Hackbarth, , Murray Jenson , Joylee Kohler , Henry Paddock , Katherine Sobus , David Zanoni
发明人： Kenneth Hackbarth, , Murray Jenson , Joylee Kohler , Henry Paddock , Katherine Sobus , David Zanoni
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。
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公开(公告)号：US08811597B1
公开(公告)日：2014-08-19
申请号：US11536456
申请日：2006-09-28
CPC分类号： G06Q10/06395 , G06Q10/06393 , H04M3/5175
摘要： A contact center is provided that includes a plurality of agents for servicing incoming contacts and an a performance analysis module that compares a proposed contact center configuration and/or change in secondary contact center performance parameter against a set of contact center templates, the contact center templates defining a historical contact center configuration as of respective points in time and, based on the results of this operation, predicts an impact on a primary contact center performance parameter if the proposed contact center configuration and/or change in secondary performance parameter were to be implemented.
摘要翻译： 提供了一个联络中心，其包括用于维护传入联系人的多个代理和一个性能分析模块，其将所提出的联络中心配置和/或次要联络中心性能参数的改变与一组联络中心模板进行比较，联络中心模板 根据该操作的结果来确定对于主要联络中心性能参数的影响，如果要实施所提出的联络中心配置和/或第二性能参数的改变，则根据各个时间点来定义历史联络中心配置 。
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公开(公告)号：US08938063B1
公开(公告)日：2015-01-20
申请号：US11517646
申请日：2006-09-07
CPC分类号： H04M3/5175 , G06Q10/00 , H04M2203/401 , H04M2203/402
摘要： A contact center is provided that includes a plurality of agents for servicing incoming contacts and an event manager that is operable to monitor various administrative changes made within the contact center, determine if those changes had a positive or negative effect on the contact center performance (either locally or globally), and reverse the change if it is determined that the change resulted in negative effect on the contact center.
摘要翻译： 提供了一个联络中心，其中包括多个用于维护传入联系人的代理，以及可操作以监视在联络中心内进行的各种管理更改的事件管理器，确定这些更改是否对联络中心执行有正面或负面影响 本地或全球），如果确定更改导致对联络中心的负面影响，则反转更改。
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