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公开(公告)号：US20050047585A1
公开(公告)日：2005-03-03
申请号：US10650227
申请日：2003-08-28
申请人： Liam Mannion , Seamus Hayes , Donald McNelis , Paul Kelly
发明人： Liam Mannion , Seamus Hayes , Donald McNelis , Paul Kelly
CPC分类号： H04L67/1008 , H04L67/1002 , H04L67/1036 , H04M3/5233 , H04M3/5234 , H04M3/5237
摘要： Load balancing between agents in a network skillset has become a particular problem. Not only is there a need to ensure efficient use of agent resources in the network skillset but increasingly labour law and union requirements mean that work must be shared between agents in an equitable manner. A source contact node in a network of contact centres requests nodal longest idle agent information from the other contact centres in the network. Using this information a network longest idle agent is identified and the incoming contact routed to that agent. A reservation system is used in combination with the longest idle agent information in order to prevent dropped contacts and to ensure equal sharing of work between agents in a network skillset. Contact centre servers are linked over a separate network, isolated from a network linking the contact centre switches.
摘要翻译： 网络技能组中的代理之间的负载平衡已成为一个特别的问题。 不仅需要确保网络技能中代理资源的有效使用，而且越来越多的劳动法和联盟要求意味着工作必须以公平的方式分享给代理商。 联络中心网络中的源接触节点请求来自网络中其他联络中心的节点最长的空闲代理信息。 使用此信息，识别网络最长的空闲代理，并将传入的联系人路由到该代理。 预留系统与最长的空闲代理信息结合使用，以防止丢失的联系人并确保网络技能组中的代理之间的工作的相等共享。 联络中心服务器通过独立的网络链接，与联系中心交换机的网络隔离。
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公开(公告)号：US07505578B2
公开(公告)日：2009-03-17
申请号：US10650227
申请日：2003-08-28
申请人： Liam Mannion , Seamus Hayes , Donald McNelis , Paul Kelly
发明人： Liam Mannion , Seamus Hayes , Donald McNelis , Paul Kelly
CPC分类号： H04L67/1008 , H04L67/1002 , H04L67/1036 , H04M3/5233 , H04M3/5234 , H04M3/5237
摘要： Load balancing between agents in a network skillset has become a particular problem. Not only is there a need to ensure efficient use of agent resources in the network skillset but increasingly labor law and union requirements mean that work must be shared between agents in an equitable manner. A source contact node in a network of contact centers requests nodal longest idle agent information from the other contact centers in the network. Using this information a network longest idle agent is identified and the incoming contact routed to that agent. A reservation system is used in combination with the longest idle agent information in order to prevent dropped contacts and to ensure equal sharing of work between agents in a network skillset. Contact center servers are linked over a separate network, isolated from a network linking the contact center switches.
摘要翻译： 网络技能组中的代理之间的负载平衡已成为一个特别的问题。 不仅需要确保网络技能中代理资源的有效使用，而且越来越多的劳动法和联盟要求意味着工作必须以公平的方式分享给代理商。 联络中心网络中的源接触节点请求来自网络中其他联络中心的节点最长的空闲代理信息。 使用此信息，识别网络最长的空闲代理，并将传入的联系人路由到该代理。 预留系统与最长的空闲代理信息结合使用，以防止丢失的联系人并确保网络技能组中的代理之间的工作的相等共享。 联络中心服务器通过独立的网络链接，与联系中心交换机的网络隔离。
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公开(公告)号：US20120082303A1
公开(公告)日：2012-04-05
申请号：US12895735
申请日：2010-09-30
申请人： Paul D'Arcy , Seamus Hayes , Neil O'Connor
发明人： Paul D'Arcy , Seamus Hayes , Neil O'Connor
IPC分类号： H04M3/42
CPC分类号： H04M3/51 , G06Q10/06 , G06Q10/0637 , G06Q10/06375 , G06Q30/01 , H04M3/5175 , H04M2203/401
摘要： A system for adapting a contact center configuration in order to achieve a specific business goal is provided. The system comprises a display for displaying to a user a representation of an actual state of a performance metric of the contact center, an interactive tool for enabling the user to interact with and thereby modify the representation of the performance metric to a desired state, and a computation engine. The computational engine is arranged to determine a measure of the modification of the representation and to identify at least one contact center configuration parameter, which if adjusted, results in an update of the actual state of the performance metric which more closely approaches the desired state represented by the modification.
摘要翻译： 提供了一种用于适应联络中心配置以实现特定业务目标的系统。 所述系统包括用于向用户显示所述联络中心的性能度量的实际状态的表示的显示器，用于使所述用户与所述期望状态进行交互并由此将所述性能度量的表示修改为所需状态的交互式工具，以及 一个计算引擎。 计算引擎被布置为确定表示的修改的度量并且识别至少一个联络中心配置参数，其如果被调整，则该参数导致表现度量的实际状态的更新更接近于所表示的期望状态 通过修改。
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公开(公告)号：US20120215579A1
公开(公告)日：2012-08-23
申请号：US13189633
申请日：2011-07-25
申请人： Neil O'Connor , Paul D'Arcy , Seamus Hayes
发明人： Neil O'Connor , Paul D'Arcy , Seamus Hayes
IPC分类号： G06Q10/00
CPC分类号： G06Q10/00 , G06Q10/063 , H04M3/5175
摘要： A method for assigning individual contact processing resources of a contact center to contacts in the contact center is disclosed. On receiving a new contact at the contact center, a contact object corresponding to the new contact is provided within a population of contact objects corresponding to contacts being processed by the contact center. A programmed processing object corresponding to each individual contact processing resource of the contact center is provided. Each processing object is arranged to adaptively and independently select contact objects from the population of contact objects based on a value received for processing contacts from the population and a value spent on processing contacts from the population. Once a programmed processing object selects a contact object, an associated contact processing resource is assigned to the contact.
摘要翻译： 公开了一种用于将联络中心的各个接触处理资源分配给联络中心中的联系人的方法。 在联络中心接收到新的联系人时，在与联络中心正在处理的联系人相对应的联系人对象群体内提供对应于新联系人的联系人对象。 提供与联络中心的各个联系人处理资源对应的编程处理对象。 每个处理对象被布置成基于接收到的用于处理来自群体的联系人的值和从处理来自群体的联系人处理的价值而自适应地和独立地选择来自联系对象群体的联系人对象。 一旦编程的处理对象选择联系人对象，相关的联系人处理资源被分配给联系人。
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公开(公告)号：US20110010382A1
公开(公告)日：2011-01-13
申请号：US12500756
申请日：2009-07-10
申请人： Paul D'Arcy , Seamus Hayes
发明人： Paul D'Arcy , Seamus Hayes
CPC分类号： H04M3/5166 , H04M3/5191 , H04M3/5233 , H04M2203/2011
摘要： A contact center interface is provided by co-operation between a search engine and a contact center. A search query entered by a user into the search engine is passed to the contact center and the contact center determines from the search terms an appropriate skillset to deal with that user query, returning to the search engine a link enabling the user to initiate a direct communications session to a live agent or queue having that skillset expertise, thereby bypassing interactive voice response sessions which are normally required to ascertain the nature of a query. By providing multiple search options to the user, the user is empowered to select the best skillset, and the accuracy of future searches can be improved.
摘要翻译： 通过搜索引擎和联络中心之间的合作提供联络中心界面。 由用户输入到搜索引擎中的搜索查询被传递到联络中心，并且联络中心从搜索词确定适当的技能来处理该用户查询，返回到搜索引擎，使得用户能够启动直接 通信会话到具有该技能专长的现场代理或队列，从而绕过通常需要确定查询性质的交互式语音响应会话。 通过向用户提供多个搜索选项，用户被授权选择最佳技能组合，并且可以提高未来搜索的准确性。
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公开(公告)号：US08630399B2
公开(公告)日：2014-01-14
申请号：US12895735
申请日：2010-09-30
申请人： Paul D'Arcy , Seamus Hayes , Neil O'Connor
发明人： Paul D'Arcy , Seamus Hayes , Neil O'Connor
IPC分类号： H04M3/42
CPC分类号： H04M3/51 , G06Q10/06 , G06Q10/0637 , G06Q10/06375 , G06Q30/01 , H04M3/5175 , H04M2203/401
摘要： A system for adapting a contact center configuration in order to achieve a specific business goal is provided. The system comprises a display for displaying to a user a representation of an actual state of a performance metric of the contact center, an interactive tool for enabling the user to interact with and thereby modify the representation of the performance metric to a desired state, and a computation engine. The computational engine is arranged to determine a measure of the modification of the representation and to identify at least one contact center configuration parameter, which if adjusted, results in an update of the actual state of the performance metric which more closely approaches the desired state represented by the modification.
摘要翻译： 提供了一种用于适应联络中心配置以实现特定业务目标的系统。 所述系统包括用于向用户显示所述联络中心的性能度量的实际状态的表示的显示器，用于使所述用户与所述期望状态进行交互并由此将所述性能度量的表示修改为所需状态的交互式工具，以及 一个计算引擎。 计算引擎被布置为确定表示的修改的度量并且识别至少一个联络中心配置参数，其如果被调整，则该参数导致表现度量的实际状态的更新更接近于所表示的期望状态 通过修改。
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公开(公告)号：US10944868B2
公开(公告)日：2021-03-09
申请号：US12500756
申请日：2009-07-10
申请人： Paul D'Arcy , Seamus Hayes
发明人： Paul D'Arcy , Seamus Hayes
IPC分类号： G06F16/00 , H04M3/51 , H04M3/523 , G06F16/903 , G06F16/9035
摘要： A contact center interface is provided by co-operation between a search engine and a contact center. A search query entered by a user into the search engine is passed to the contact center and the contact center determines from the search terms an appropriate skillset to deal with that user query, returning to the search engine a link enabling the user to initiate a direct communications session to a live agent or queue having that skillset expertise, thereby bypassing interactive voice response sessions which are normally required to ascertain the nature of a query. By providing multiple search options to the user, the user is empowered to select the best skillset, and the accuracy of future searches can be improved.
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公开(公告)号：US09542657B2
公开(公告)日：2017-01-10
申请号：US13189633
申请日：2011-07-25
申请人： Neil O'Connor , Paul D'Arcy , Seamus Hayes
发明人： Neil O'Connor , Paul D'Arcy , Seamus Hayes
CPC分类号： G06Q10/00 , G06Q10/063 , H04M3/5175
摘要： A method for assigning individual contact processing resources of a contact center to contacts in the contact center is disclosed. On receiving a new contact at the contact center, a contact object corresponding to the new contact is provided within a population of contact objects corresponding to contacts being processed by the contact center. A programmed processing object corresponding to each individual contact processing resource of the contact center is provided. Each processing object is arranged to adaptively and independently select contact objects from the population of contact objects based on a value received for processing contacts from the population and a value spent on processing contacts from the population. Once a programmed processing object selects a contact object, an associated contact processing resource is assigned to the contact.
摘要翻译： 公开了一种用于将联络中心的各个接触处理资源分配给联络中心中的联系人的方法。 在联络中心接收到新的联系人时，在与联络中心正在处理的联系人相对应的联系人对象群体内提供对应于新联系人的联系人对象。 提供与联络中心的各个联系人处理资源对应的编程处理对象。 每个处理对象被布置成基于接收到的用于处理来自群体的联系人的值和从处理来自群体的联系人处理的价值而自适应地和独立地选择来自联系对象群体的联系人对象。 一旦编程的处理对象选择联系人对象，相关的联系人处理资源被分配给联系人。
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