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公开(公告)号：US08050955B2
公开(公告)日：2011-11-01
申请号：US12131588
申请日：2008-06-02
IPC分类号： G06Q10/00
CPC分类号： G06Q10/04 , G06Q10/06311 , G06Q10/063116 , G06Q10/06312 , G06Q10/06315 , G06Q10/06398 , G06Q30/0202
摘要： Multimedia contacts are forecasted, propagated, and managed for each period in a range. The number of contacts received in a period is forecasted using historical methods and is propagated to succeeding periods based on the business goals, such as how quickly a certain contact type is to be handled. After the contacts have been propagated, a total contacts to handle is determined for each period, and the staffing requirements are calculated therefrom.
摘要翻译： 在一个范围内的每个期间，预测，传播和管理多媒体联系人。 使用历史方法预测期间收到的联系人数量，并根据业务目标传播到后续期间，例如某种联系人类型的处理速度。 在联系人传播之后，每个期间确定总共处理联系人，并从中计算人员需求。
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公开(公告)号：US07085728B2
公开(公告)日：2006-08-01
申请号：US09919302
申请日：2001-07-31
IPC分类号： G06F17/60
CPC分类号： G06Q10/04 , G06Q10/06311 , G06Q10/063116 , G06Q10/06312 , G06Q10/06315 , G06Q10/06398 , G06Q30/0202
摘要： Multimedia contacts are forecasted, propagated, and managed for each period in a range. The number of contacts received in a period are forecasted using historical methods and are propagated to succeeding periods based on the business goals, such as how quickly a certain contact type is to be handled. After the contacts have been propagated, the total contacts to handle is determined for each period and the staffing requirements are calculated therefrom.
摘要翻译： 在一个范围内的每个期间，预测，传播和管理多媒体联系人。 使用历史方法预测期间收到的联系人数量，并根据业务目标（如某种联系人类型的处理速度）快速传播到后续期间。 在联系人传播之后，每个时期都确定要处理的总人数，并从中计算人员需求。
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公开(公告)号：US07720706B2
公开(公告)日：2010-05-18
申请号：US11697841
申请日：2007-04-09
申请人： Meghan Herbert , Paul Harold Leamon
发明人： Meghan Herbert , Paul Harold Leamon
IPC分类号： G06Q10/00
CPC分类号： G06Q10/10 , G06Q10/06398
摘要： A method and a system for providing and presenting performance statistics to an agent. A further embodiment of the present invention provides performance comparison reporting between an agent and an agent data group and/or a management unit. This is achieved by collecting and calculating statistical parameters that characterize the performance of agents, providing periodic updates to the performance data, and providing access to the performance data to the agent.
摘要翻译： 一种用于向代理提供和呈现性能统计信息的方法和系统。 本发明的另一实施例提供了代理和代理数据组和/或管理单元之间的性能比较报告。 这是通过收集和计算表征代理性能的统计参数来实现的，为性能数据提供定期更新，并向代理提供对性能数据的访问。
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公开(公告)号：US07203655B2
公开(公告)日：2007-04-10
申请号：US09776610
申请日：2001-02-15
申请人： Meghan Herbert , Paul Harold Leamon
发明人： Meghan Herbert , Paul Harold Leamon
IPC分类号： G06Q10/00
CPC分类号： G06Q10/10 , G06Q10/06398
摘要： A method and a system for providing and presenting performance statistics to an agent. A further embodiment of the present invention provides performance comparison reporting between an agent and an agent data group and/or a management unit. This is achieved by collecting and calculating statistical parameters that characterize the performance of agents, providing periodic updates to the performance data, and providing access to the performance data to the agent.
摘要翻译： 一种用于向代理提供和呈现性能统计信息的方法和系统。 本发明的另一实施例提供了代理和代理数据组和/或管理单元之间的性能比较报告。 这是通过收集和计算表征代理性能的统计参数来实现的，为性能数据提供定期更新，并向代理提供对性能数据的访问。
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公开(公告)号：US20080235074A1
公开(公告)日：2008-09-25
申请号：US12131588
申请日：2008-06-02
CPC分类号： G06Q10/04 , G06Q10/06311 , G06Q10/063116 , G06Q10/06312 , G06Q10/06315 , G06Q10/06398 , G06Q30/0202
摘要： Multimedia contacts are forecasted, propagated, and managed for each period in a range. The number of contacts received in a period is forecasted using historical methods and is propagated to succeeding periods based on the business goals, such as how quickly a certain contact type is to be handled. After the contacts have been propagated, a total contacts to handle is determined for each period, and the staffing requirements are calculated therefrom.
摘要翻译： 在一个范围内的每个期间，预测，传播和管理多媒体联系人。 使用历史方法预测期间收到的联系人数量，并根据业务目标传播到后续期间，例如某种联系人类型的处理速度。 在联系人传播之后，每个期间确定总共处理联系人，并从中计算人员需求。
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公开(公告)号：US07383199B2
公开(公告)日：2008-06-03
申请号：US11496127
申请日：2006-07-31
IPC分类号： G06F9/46
CPC分类号： G06Q10/04 , G06Q10/06311 , G06Q10/063116 , G06Q10/06312 , G06Q10/06315 , G06Q10/06398 , G06Q30/0202
摘要： Multimedia contacts are forecasted, propagated, and managed for each period in a range. The number of contacts received in a period is forecasted using historical methods and is propagated to succeeding periods based on the business goals, such as how quickly a certain contact type is to be handled. After the contacts have been propagated, a total contacts to handle is determined for each period, and the staffing requirements are calculated therefrom.
摘要翻译： 在一个范围内的每个期间，预测，传播和管理多媒体联系人。 使用历史方法预测期间收到的联系人数量，并根据业务目标传播到后续期间，例如某种联系人类型的处理速度。 在联系人传播之后，每个期间确定总共处理联系人，并从中计算人员需求。
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公开(公告)号：US20060265271A1
公开(公告)日：2006-11-23
申请号：US11496127
申请日：2006-07-31
申请人： John Sarlay , Paul Leamon , Meghan Herbert
发明人： John Sarlay , Paul Leamon , Meghan Herbert
IPC分类号： G06F15/02
CPC分类号： G06Q10/04 , G06Q10/06311 , G06Q10/063116 , G06Q10/06312 , G06Q10/06315 , G06Q10/06398 , G06Q30/0202
摘要： Multimedia contacts are forecasted, propagated, and managed for each period in a range. The number of contacts received in a period is forecasted using historical methods and is propagated to succeeding periods based on the business goals, such as how quickly a certain contact type is to be handled. After the contacts have been propagated, a total contacts to handle is determined for each period, and the staffing requirements are calculated therefrom.
摘要翻译： 在一个范围内的每个期间，预测，传播和管理多媒体联系人。 使用历史方法预测期间收到的联系人数量，并根据业务目标传播到后续期间，例如某种联系人类型的处理速度。 在联系人传播之后，每个期间确定总共处理联系人，并从中计算人员需求。
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